Service Desk Engineer (Intermediate)

About the role

A global investment advisory firm, represented by Parvana, is hiring an intermediate Service Desk Engineer in Cape Town. The role provides first-line support for end users, desktops and infrastructure, with occasional second-line support for in-house applications, in a shift-based, office-based setting.

Key responsibilities

• Provide primary 1st line support for end users, desktops and infrastructure, with occasional 2nd line support for in-house applications.
• Work in a shift environment to ensure consistent support coverage.
• Deliver remote helpdesk and desktop support to global offices.
• Participate in ITSM roles aligned with ITIL standards to ensure high-quality service delivery.
• Assist with the procurement, configuration and monitoring of end-user devices.
• Proactively monitor endpoint performance and address user issues promptly.
• Support global AV and conferencing systems across various locations.
• Support additional IT initiatives and projects as they arise in line with business needs.

Required profile

• 3 to 4 years of experience in a professional Service Desk environment.
• Experience working within ITIL-aligned processes such as incident and request management.
• Comfortable and experienced working in a shift-based environment to support global operations.
• Shift work and rotational weekend standbys are required: weekend standby of 48 hours (Saturday and Sunday), and weekday shifts Monday to Friday, usually one week per month (16:00-01:00, 18:00-03:00 or 00:00-08:00).

Required skills

• ITIL Foundations v3 or later.
• Strong technical proficiency with Microsoft 365 and Azure administration.

The client offers a hybrid in-office / remote option, and its benefits package is described as industry-leading, on top of generous basic salaries.