Introduction

An established organisation is seeking a Service Desk Analyst to join its team in Bellville. This role supports a business that is investing in platform stability, product delivery, and stronger digital capability. The position offers the opportunity to work on meaningful systems, applications, infrastructure, or digital services depending on the portfolio and team structure.

The successful candidate will work with technical and non-technical stakeholders and will contribute to solutions that improve business efficiency, user experience, and operational resilience. The successful candidate will be expected to work with appropriate urgency, maintain quality standards, and support a collaborative delivery culture while contributing to business-facing outcomes.

Duties & Responsibilities

This role combines hands-on technical responsibility with operational coordination and clear ownership of delivery outcomes.

Troubleshoot incidents, log root causes, and coordinate escalations where deeper technical intervention is required.
Monitor queues, service requests, and support trends to improve turnaround times and user experience.
Provide technical support across applications, users, devices, or operational systems in line with agreed service levels.
Maintain accurate ticket notes, support logs, knowledge-base updates, and user communication records.
Ensure compliance with support procedures, security standards, and internal controls.
Work closely with vendors, internal teams, and business users to resolve recurring issues and service bottlenecks.
Support rollout activities, training, and communication for system changes or operational enhancements.

This role will also require disciplined communication, documentation accuracy, and a practical approach to balancing delivery quality with operational timelines.

Desired Experience & Qualification

The ideal candidate will combine relevant technical capability with strong communication, documentation, and stakeholder management skills.

Relevant diploma or degree in Information Technology, Computer Science, Information Systems, Software Development, Engineering, or a related discipline.
Experience supporting users, applications, service requests, incidents, or business systems within a helpdesk or support environment.
Comfortable working with ticketing systems, user communication, troubleshooting routines, and service-level expectations.
Good working knowledge of documentation standards, structured problem-solving, and stakeholder communication.
Typically suited to candidates with around 1–3 years practical experience or strong graduate-level exposure.