Service Desk Analyst
2 hours ago
Are you a tech-savvy problem-solver who thrives on keeping systems running and users happy — day or night? We're recruiting on behalf of a Global IT Service Provider that supports users across multiple countries — operating 24/7 on rotating shifts.
Whether you're starting your journey in L1 Support or ready to advance to L2, this is your opportunity to work in a high-performance service environment where excellence is rewarded.
L1 – First Line Support: The Frontline Heroes
Be the first point of contact for all technical incidents and requests — the voice users trust when things go wrong.
What You'll Need:
• Excellent troubleshooting and communication skills
• Experience with case tracking/ticketing tools
• Strong understanding of SLAs and service delivery
• Exposure to Google Workspace (Gmail, Docs, Drive, Classroom, etc.)
• Bonus: Experience supporting students or education technology platforms
L2 – Second Line Support: The Problem-Solving Pros
Handle advanced incidents escalated from L1, using your expertise to identify root causes and deliver fast, effective resolutions.
What You'll Need:
• Proven IT support/service desk experience
• Strong knowledge of case management and escalation processes
• Hands-on experience with Google Workspace administration
• Understanding of SLAs, root cause analysis, and service delivery frameworks
• Bonus: Familiarity with education or e-learning platforms
Ready to Level Up?
If you're driven, adaptable, and ready to work in a truly global support environment — we want to meet you.
Apply via our MS Teams Form
:
Please select your level of experience (L1 or L2) when completing the form.
Johannesburg-based candidates only (due to shift requirements)
Rotating 24/7 shifts — flexibility is essential
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