We are seeking a skilled and customer-focused Service Desk Analyst to provide first-line IT support within a dynamic, enterprise environment. This role is critical in ensuring seamless IT operations by delivering timely incident resolution, supporting users, and maintaining high service standards in line with IT service management best practices.

You will serve as the primary point of contact for all IT-related issues, ensuring efficient troubleshooting, effective communication, and a high level of user satisfaction.

Responsibilities or duties

Incident Management

• Log, categorize, and prioritize incidents using an IT Service Management (ITSM) tool
• Perform first-level troubleshooting and resolve issues at first contact where possible
• Manage incidents throughout their lifecycle, ensuring timely updates to users
• Escalate complex issues to relevant technical teams with detailed documentation

Service Request Fulfilment

• Take ownership of service requests and incidents from initiation to resolution
• Coordinate with relevant teams to ensure timely resolution and conduct post-incident reviews where necessary

Call & Ticket Management

• Act as the Single Point of Contact (SPOC) for all IT-related queries
• Monitor service desk channels (calls, emails, tickets) to ensure prompt response and resolution
• Generate reports and analyse service trends to drive continuous improvement

Service Monitoring

• Monitor systems within the Service Operations Centre
• Identify and escalate system alerts or service disruptions, ensuring timely restoration

Risk & Compliance

• Support IT risk and compliance initiatives
• Ensure adherence to audit and regulatory requirements

Continuous Improvement

• Take ownership of personal development and training
• Contribute to improving service delivery processes and knowledge sharing

Qualifications & Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• ITIL V4 Foundation certification (required); additional ITIL certifications are an advantage
• Certifications such as CompTIA A+, Microsoft Certified Professional, or Linux are an added advantage

Experience needed

At least 2 years’ experience in a Service Desk or IT support role, preferably in a structured or enterprise environment

• Log, categorize, and prioritize incidents using an IT Service Management (ITSM) tool
• Perform first-level troubleshooting and resolve issues at first contact where possible
• Manage incidents throughout their lifecycle, ensuring timely updates to users
• Escalate complex issues to relevant technical teams with detailed documentation
• Take ownership of service requests and incidents from initiation to resolution
• Coordinate with relevant teams to ensure timely resolution and conduct post-incident reviews where necessary
• Act as the Single Point of Contact (SPOC) for all IT-related queries
• Monitor service desk channels (calls, emails, tickets) to ensure prompt response and resolution
• Generate reports and analyse service trends to drive continuous improvement
• Monitor systems within the Service Operations Centre
• Identify and escalate system alerts or service disruptions, ensuring timely restoration
• Support IT risk and compliance initiatives
• Ensure adherence to audit and regulatory requirements
• Take ownership of personal development and training
• Contribute to improving service delivery processes and knowledge sharing

• ITIL V4 Foundation certification
• CompTIA A+
• Microsoft Certified Professional
• Linux

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• ITIL V4 Foundation certification (required)
• Additional ITIL certifications are an advantage
• Certifications such as CompTIA A+, Microsoft Certified Professional, or Linux are an added advantage