Service Desk Analyst

Overview

NSC Global is a trusted IT services and solutions provider supporting some of the world’s largest enterprises in their digital transformation. We deliver innovative, scalable and secure technology solutions that keep businesses running smoothly across global environments.

To strengthen our onsite support teams across South Africa, we are looking for Service Desk Analysts who enjoy hands-on technical work and direct interaction with end users.

The Service Desk Analyst is responsible for delivering high-quality IT service desk and operational support to customers, field technicians, and internal stakeholders. The role serves as a key link between customers, service delivery teams, vendors, and field engineers, ensuring incidents and service requests are accurately logged, managed, escalated, and resolved within agreed Service Level Agreements (SLAs). The position requires strong customer service skills, technical troubleshooting capability, attention to detail, and the ability to coordinate activities across multiple teams in a fast-paced global IT environment.

Responsibilities

• Service Desk Operations

  • Answer customer calls, emails, and service requests within agreed performance targets.
  • Log incidents, service requests, and enquiries accurately in the Incident Management System, following Global Service Desk processes and procedures.
  • Perform initial diagnostics, troubleshooting, and issue resolution where applicable.
  • Progress, monitor, and escalate incidents in accordance with SLA requirements.
  • Maintain accurate and up-to-date ticket notes, ensuring all actions and status updates are documented.
  • Coordinate incident resolution activities with internal teams, third-party providers, vendors, and field engineers.
  • Ensure incidents are resolved and closed with customer confirmation and satisfaction.
  • Communicate effectively with internal and external customers, always maintaining a professional and customer-focused approach.
  • Ensure compliance with company policies, procedures, and regulatory requirements.
  • Identify and recommend improvements to systems, processes, and service delivery practices.Operational Support
    • Receive and respond to emails from field technicians and operational teams.
    • Act as a liaison between field engineers and service delivery operations.
    • Update and maintain tickets based on feedback received from field technicians.
    • Manage and handle minor escalations through designated escalation platforms.
    • Support field service logistics by assigning tickets and optimizing technician workloads.
    • Assist with operational coordination to ensure efficient service delivery and customer satisfaction.
    • Share knowledge, best practices, and guidance with colleagues and junior team members.
    • Act as an escalation point for Junior Service Desk Analysts when required.

    Key Accountabilities

    • Ensure prompt and efficient resolution of incidents and service requests.
    • Maintain SLA compliance across all assigned tickets.
    • Deliver exceptional customer service and communication.
    • Accurately document and manage incidents throughout their lifecycle.
    • Coordinate effectively with internal departments, vendors, and third-party providers.
    • Support continuous improvement initiatives within the service desk environment.
    • Contribute to team knowledge sharing and operational excellence.

Qualifications

Technical Skills

• Secondary School Certificate or equivalent qualification.
• ITIL Foundation Certification preferred.
• CCNA or equivalent networking certification advantageous.
• Knowledge of IT infrastructure, networking, communications, and peripheral devices.
• Understanding of Microsoft Windows and Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• Familiarity with incident management and ticketing systems.

Non-Technical Skills

• Excellent verbal and written English communication skills.
• Strong customer service and customer-focused mindset.
• Quality-oriented with strong attention to detail.
• Ability to work independently while managing multiple priorities.
• Strong analytical and problem-solving skills.
• Ability to prioritize workloads and meet deadlines in a fast-paced environment.
• Strong interpersonal and collaboration skills.
• Experience in an outsourced or global IT support environment is advantageous.

Experience Requirements

• 0-1 years' experience in a Service Desk, IT Support, Help Desk, Customer Support, or similar operational support environment.
• Exposure to ticket management, customer communication, and administrative support functions.

What We Offer

• Opportunity to work in a dynamic and fast-growing organization.
• Multinational and collaborative working environment.
• Flexible working arrangements.
• Hybrid or work-from-home opportunities.
• Strong team culture and supportive colleagues.
• Ongoing learning and development opportunities.