2nd Level IT ServiceDesk Support Analyst

About the role

Our client, an IT Network Services company, is looking for an experienced 2nd Level IT ServiceDesk Support Analyst to join their dynamic helpdesk team. The role will provide second‑level support to small and medium‑size business clients and assist with project work related to new technology implementations.

Key responsibilities

• Provide 2nd level IT ServiceDesk support to clients, handling incidents and service requests.
• Keep customers updated on the progress of incidents and requests.
• Support project work linked to new technology implementations.
• Troubleshoot technical issues from an administrative and end‑user impact level.
• Support Microsoft core business applications, operating systems, and Microsoft 365.
• Assist with backup and disaster recovery solutions.
• Support networking environments, including WAN/LAN connectivity, routers, firewalls, FortiGate, and security.
• Implement and support remote access solutions such as VPN and Remote Desktop Services.
• Document work completed and communicate clearly with clients and internal teams.

Required profile

• Minimum 5 years’ experience in an IT customer‑service role, preferably within a Managed Service Provider or outsourced IT environment.
• Proven experience with issue tracking or ticketing systems; familiarity with Kaseya is a strong advantage.
• Strong understanding of ITIL service management principles (Incident, Request Fulfilment, Change Management).
• Excellent communication skills in English; Afrikaans is advantageous and German is a strong advantage.
• Ability to work well under pressure, pay attention to detail, and deliver high‑quality customer service.

Required skills

• Microsoft core business applications (e.g., Office, Exchange)
• Microsoft 365
• Windows operating systems
• Kaseya tools (advantage)
• ITIL service management
• Backup and disaster recovery solutions
• WAN and LAN networking
• Routers, firewalls, FortiGate
• VPN solutions
• Remote Desktop Services
• Ticketing / issue tracking systems

What we offer

• Competitive salary based on experience and qualifications
• Full on‑the‑job training and support
• Opportunities for growth and advancement within the company