Service Desk Analyst – Sandton

About the role

The client, a prestigious global law firm, is seeking a professional Service Desk Analyst to provide first‑ and second‑line IT support for users in Johannesburg, Cape Town and Durban. Based in Sandton, the role is highly visible and customer‑facing, supporting partners, fee earners and business services staff across multiple offices.

Key responsibilities

• Deliver responsive first‑ and second‑line support via face‑to‑face, telephone, email and self‑service channels, logging and prioritising tickets in ManageEngine ServiceDesk Plus.
• Diagnose and resolve hardware, software, network and desktop/application issues; escalate complex incidents to third‑line teams with detailed handover.
• Maintain accurate IT asset registers, manage stock issuance, and coordinate equipment repairs with vendors.
• Contribute to service‑desk KPIs, ensure SLA compliance, promote self‑service portal usage and document common issues in the knowledge base.
• Identify recurring problems, recommend improvements and participate in continuous‑improvement initiatives.

Required profile

• Relevant IT qualification (A+, N+ or equivalent) and Microsoft 365 certification (e.g., MS‑900) or Microsoft Office Specialist.
• 2–3 years of experience in IT service‑desk or desktop support, preferably within legal, professional or financial services.
• Strong customer‑service orientation with excellent communication skills.
• Willingness to obtain ITIL 4 Foundation certification within 12 months (preferred).

Required skills

• Microsoft Windows 10 & 11, Microsoft 365 suite (Word, Excel, Outlook, Teams, SharePoint, OneDrive).
• Azure AD (Microsoft Entra ID), Exchange Online, Microsoft Intune/Endpoint Manager.
• ManageEngine ServiceDesk Plus (ticketing) and other DMS (e.g., Manage Work).
• Email security platforms (Mimecast or similar), video‑conferencing tools (Microsoft Teams, Yealink).
• Support for iOS & Android devices, managed print solutions (PDPrint, MFDs).
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN) and endpoint security/encryption tools.
• Familiarity with legal practice‑management systems (Aderant, CMS) is advantageous.