IT Support Analyst

About the role

The IT Support Analyst will provide remote technical assistance to business customers across the United Kingdom while being based in our Cape Town office. You will ensure high‑quality service, timely issue resolution, and maintain system performance for end‑users.

Key responsibilities

• Deliver remote telephone support covering hardware, operating systems, file/print services, productivity suites, email, and network access.
• Utilise industry‑accepted remote support software to troubleshoot and resolve incidents.
• Log and track customer queries in a ticketing system, adhering to SLA commitments.
• Perform remote maintenance, including OS patching, service pack updates, driver installations, and performance optimisation.
• Execute scheduled server maintenance and manage EUC device installations, configurations, moves, and upgrades.
• Collaborate with third‑party vendors to ensure seamless integration of support services.
• Escalate issues when required and stay current with new product releases.

Required profile

• Matric/Grade 12; Diploma or Degree in IT, Computer Science, Network Engineering or related field (advantageous).
• 3‑5 years of experience in IT Support, Service Desk, Helpdesk or Technical Support.
• Experience supporting UK or international clients is a plus.
• Strong written and verbal communication skills in English.
• Ability to work UK business hours and observe South African public holidays.

Required skills

• Remote support software
• IT ticketing systems
• Windows operating system
• Microsoft Office suite
• Email (Outlook) and internet troubleshooting
• Print services and peripheral driver management
• Server maintenance and patch management
• Hardware installation and configuration

What we offer

• Lucrative salary package