Dutch 1st Line Service Desk Analyst

Main Responsibilities: Dutch 1st Line Service Desk Analyst Based in Cape Town: this is a Dutch Technical position. Fully understand the service our client has been engaged to deliver in line with the ITIL Framework. Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues. Provide a single point of contact for end‑users support using all contact mediums. Quickly understand and diagnose issues to apply a rapid resolution or capture information to assist escalation and resolution at the next level of support team. Develop and maintain a high level of communication skills. Excellent spoken and written English is essential to gather information and capture actions and outcomes in the ticketing system. Analyse the nature of queries and customer problems and provide suitable solutions within SLA. Understand and operate according to escalation procedures. Work with supervisors to develop new documentation and procedures. Monitor and respond to alerts on ServiceNow/Teams Channels. Trend internal and client alerts to reduce incidents and improve system stability. Principal Responsibilities and Accountabilities Escalate incidents within an agreed target time. Cover 1st/2nd line level core and out‑of‑hours tickets, resolving or escalating tickets within SLA. Take calls and log tickets. Provide cover or deputise for other analysts in their absence. Escalate high‑priority tickets. Help with queue management tasks as required. Help with any other Service Desk related tasks as required. Show an outward commitment to actively develop personal knowledge. Follow processes and protocols as instructed and required by the client. Key Performance Indicators Ability to multitask. Provide a high throughput of day‑to‑day incident volumes while maintaining customer satisfaction. Ensure all incidents/requests are dealt with within contracted SLA timeframes. Ensure documentation is clear and concise. Gather technical knowledge to consistently increase your own skill set. Qualifications Computer‑related field certification or equivalent experience. Great communication skills, written and spoken in Dutch. Positive, enthusiastic, and supportive individual. Ability to take ownership of and progress incidents to resolution. Ability to work under pressure. Ability to work in a team and support team members. Excellent interpersonal skills including listening, building rapport, establishing empathy, and demonstrating awareness of internal and external issues in a calm and polite manner. Analytical fault‑finding abilities. Technical Skills Required Good understanding of Office 365/Azure/Exchange, SharePoint, Intune, MFA, RSA, and VDI environment (VMWare). Experience with Active Directory. Experience with a ticketing system (ServiceNow or similar). Salary: Between R22 000 – R28 000 depending on experience. Working hours: Hybrid – 2 days in office, 3 days at home. 24/7 rotational shifts with overtime shift allowance and internet allowance. EEO Statement: Surgo (Pty) Ltd considers all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd encourages people with disabilities and those from diverse backgrounds to apply. Due to the high volume of applications, if you do not receive feedback within three months upon submission, you can assume your application was unsuccessful, and we encourage you to reapply. Surgo (Pty) Ltd, as a registered member of APSO, does not hold applicants accountable for any application fee. CV Retention: Your CV will be kept in our database for future positions. If you do not wish us to keep your CV for any other positions, please email Salary Package R 22 000.00 – 28 000.00 (South African Rand) #J-18808-Ljbffr