Junior Service Desk Analyst

Our client is a large international law firm with offices in Sandton, Cape Town and Durban, providing premium legal services to clients globally. The Cape Town office is seeking a Junior Service Desk Analyst to join its Business Services IT team.

Role Summary

Reporting to the IT Customer Service Manager, this is a highly visible, customer-facing role requiring excellent communication, coordination, analytical and problem-solving skills. The successful candidate will support the firm’s day-to-day IT operations and deliver a consistently high level of service to internal stakeholders across all levels of the business.

Key Responsibilities

Service Desk & Customer Support

• Act as the first point of contact for all ICT-related requests via telephone, email, in-person and electronic channels
• Promote the Service Desk as a single point of contact, taking ownership of incidents and service requests
• Log, track, categorise, prioritise and resolve incidents using the firm’s incident management system
• Resolve incidents at first-line support wherever possible, meeting agreed response and resolution SLAs
• Monitor, escalate and manage unresolved incidents to second- and third-line support teams
• Communicate clearly with users, setting expectations and providing regular status updates

Technical Support

• Install, configure and maintain computer hardware, peripherals and software
• Create, maintain and manage user accounts across business applications
• Administer IP telephony user access and RSA token systems
• Provide VPN and remote access support
• Deliver first-line support for ICT applications, upgrades, patches and service packs
• Support video conferencing, boardroom setups and external client meetings
• Coordinate and facilitate repairs of faulty IT equipment

Operational & Team Support

• Maintain the ICT asset register
• Contribute to the development and maintenance of the IT knowledge base
• Work collaboratively with internal IT teams, business stakeholders and external vendors
• Participate in a rotational shift schedule (service hours: 07:00 – 17:30, Monday to Friday), with occasional after-hours support

Qualifications & Experience

• Relevant IT Qualification
• CompTIA A+ certification
• MCITP or MCP
• ITIL Foundation (advantageous)

Key Competencies

• Excellent written and verbal English communication skills
• Strong customer service orientation
• High attention to detail and accuracy
• Analytical, logical problem-solving mindset
• Professional, punctual and reliable
• Team player with strong interpersonal skills
• Quick learner with initiative and energy
• Ability to work shifts and adapt in a fast-paced professional services environment

Remuneration

Competitive market related salary

Interested?

Apply now to be part of a globally respected firm where technology underpins excellence.

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