Service Desk Analyst – Cape Town

About the role

Join a prestigious global law firm as a Service Desk Analyst, providing first‑ and second‑line IT support to partners, fee earners and business services staff across multiple South African offices. Based in Sandton, you will deliver white‑glove service while ensuring minimal downtime for critical legal operations.

Key responsibilities

• Provide face‑to‑face, telephone, email and self‑service technical support for hardware, software and network issues.
• Log, categorise, prioritise and resolve incidents and service requests in ManageEngine ServiceDesk Plus, adhering to SLA targets.
• Escalate complex tickets to third‑line teams with comprehensive handover documentation.
• Maintain accurate IT asset registers, track equipment movement and report faulty or lost devices.
• Contribute to service desk KPIs, ensure compliance with IT policies and support ITIL‑based processes.

Required profile

• Professional, customer‑focused attitude with a commitment to concierge‑level service.
• Ability to thrive in a fast‑paced, deadline‑driven professional services environment.
• Strong communication skills to build confidence in the IT function.

Required skills

• Experience with ManageEngine ServiceDesk Plus.
• Knowledge of ITIL service management principles.
• Hardware, software and network troubleshooting capabilities.
• IT asset management and stock control.

What we offer

• Opportunity to work within a global law firm’s IT department.
• Exposure to a wide range of technologies and business users.
• Professional development in a high‑visibility, customer‑facing role.