Information Technology Support Analyst

About the role

A growing, award‑winning professional services firm is seeking an IT Support Analyst for its Cape Town office. You will provide both remote and on‑site technical assistance to staff and partners, handling first‑ and second‑line incidents across a range of software and hardware platforms.

Key responsibilities

• Deliver first‑ and second‑line support for Windows OS, M365, Teams, Active Directory, Intune and VPN issues.
• Log, investigate and resolve incidents in the Fresh Service ticketing system, escalating when necessary.
• Configure, deploy and maintain laptops (Windows 11) and mobile devices using Intune.
• Provide remote assistance and on‑site support, including meeting‑room equipment.
• Maintain the IT asset database and follow starter/leaver processes.
• Assist senior analysts with complex problems and new project implementations.

Required profile

• Minimum 2 years of experience in a 1st/2nd line Service Desk role.
• Strong knowledge of Active Directory, Windows 11 and Microsoft 365/Azure services.
• Excellent verbal and written communication with a customer‑focused attitude.
• Flexibility to work occasional out‑of‑hours shifts.

Required skills

• Windows operating systems (including Windows 11)
• Microsoft 365 / Office 365
• Active Directory and Entra ID (Azure AD)
• Intune device management
• Basic networking and VPN troubleshooting
• Fresh Service ticketing platform