Service Desk Analyst (Night Shift)

About the role

HKA is expanding its IT team in Cape Town and seeks a Service Desk Analyst to provide high‑quality technical support to colleagues across the EMEA region. This is a night‑shift position (5 pm – 1 am, Monday‑Friday) that serves as the first point of contact for all IT enquiries.

Key responsibilities

• Receive and log IT support requests via phone, email and the service management platform.
• Take full ownership of tickets from creation to resolution or escalation.
• Maintain accurate documentation of incidents and service requests in the ITSM system.
• Manage user accounts, including identity validation, password resets and access provisioning.
• Support onboarding and off‑boarding processes in partnership with HR.
• Perform laptop builds, deployments and hardware refresh activities.
• Contribute to documentation, knowledge‑base articles and continuous‑improvement projects.
• Coordinate with third‑party vendors to resolve technical issues.
• Assist with email security processes, including quarantine management.

Required profile

• Minimum 18 months experience in a Service Desk, Helpdesk or similar IT support role.
• Strong troubleshooting skills for Windows operating systems, desktop environments, PC hardware and basic networking (DNS, DHCP, VPN).
• Familiarity with ITIL‑aligned service management processes and Active Directory.
• Excellent communication and customer‑service orientation.

Required skills

• Windows OS
• Desktop environment support
• PC hardware
• DNS, DHCP, VPN
• ITIL service‑management practices
• Active Directory
• ITSM ticketing platform
• Email security (quarantine management)

What we offer

• A collaborative, rapidly growing team environment.
• Support for employee growth and development.
• Opportunity to contribute to a global consultancy.