Service Desk Analyst

About the role

NSC Global is an IT services and solutions provider supporting large enterprises in their digital transformation. It is strengthening its onsite support teams in South Africa and is looking for Service Desk Analysts who enjoy hands-on technical work and direct interaction with end users. The analyst delivers IT service desk and operational support to customers, field technicians and internal stakeholders, acting as a link between them, service delivery teams, vendors and field engineers so that incidents and service requests are logged, managed, escalated and resolved within agreed SLAs.

Key responsibilities

• Answer customer calls, emails and service requests within agreed performance targets.
• Log incidents, service requests and enquiries in the Incident Management System, following Global Service Desk processes.
• Perform initial diagnostics, troubleshooting and issue resolution where applicable, and progress and escalate incidents according to SLA requirements.
• Maintain accurate ticket notes and coordinate resolution with internal teams, vendors and field engineers.
• Respond to emails from field technicians and operational teams, update tickets and act as liaison between field engineers and operations.
• Handle minor escalations, assign tickets and optimise technician workloads to support field service logistics.
• Share knowledge with colleagues and act as escalation point for Junior Service Desk Analysts.
• Recommend improvements to systems, processes and service delivery, and support continuous improvement.

Required profile

• Secondary school certificate or equivalent; 0-1 years' experience in a Service Desk, IT Support, Help Desk, Customer Support or similar role.
• Exposure to ticket management, customer communication and administrative support.
• Experience in an outsourced or global IT support environment is advantageous.
• Excellent verbal and written English, strong customer service focus, attention to detail and ability to work independently with multiple priorities.

Required skills

• ITIL Foundation certification preferred; CCNA or equivalent networking certification advantageous.
• Knowledge of IT infrastructure, networking, communications and peripherals.
• Familiarity with incident management and ticketing systems.
• Understanding of Microsoft Windows and Microsoft Office (Word, Excel, PowerPoint, Outlook).

What we offer

• Work in a dynamic, fast-growing multinational organisation.
• Flexible working arrangements, including hybrid or work-from-home options.
• Ongoing learning and development opportunities.