1st Line Support Analyst

IT Service Desk Analyst (South Africa)

Team: Information Technology – IT Service Desk
Location: Cape Town, South Africa
Reports To: IT Technical Pod Lead
Working Hours: Aligned to UK business hours with flexibility to support business requirements

Role Purpose

We are seeking a highly motivated and customer-focused IT Service Desk Analyst to join our IT Operations team in Cape Town, South Africa.

This is a unique opportunity to become the primary IT representative within our South Africa office, delivering exceptional frontline IT support to the whole business, while acting as the local face of IT within the South Africa office. The successful candidate will provide first-line support to colleagues across the firm, supporting partners, fee earners, business services employees and local South African staff.

The role requires an individual who is confident operating independently, able to self-organise and prioritise workload effectively, and capable of building strong working relationships with stakeholders at all levels of the organisation. The individual will work closely with the wider UK IT Operations teams to ensure a consistent, secure and high-quality IT service is delivered across all locations.

Key Responsibilities
Service Desk & Technical Support

• Provide first-line technical support for all IT incidents and service requests via telephone, Teams, email and IT service management system.
• Deliver outstanding customer service and technical assistance to users across all business areas.
• Accurately log, categorise, prioritise and update incidents and requests within the IT service management system.
• Manage incidents throughout their lifecycle in accordance with agreed SLAs, policies and procedures.
• Escalate issues to second and third-line teams where appropriate, ensuring effective communication and ownership throughout.
• Support Microsoft 365 applications, collaboration tools, business applications, mobile devices and end-user hardware.
• Assist with user account administration, software provisioning and access requests.
• Contribute to maintaining and improving knowledge base articles and support documentation.

South Africa Office Support

• Act as the primary onsite IT contact for the Cape Town office.
• Provide deskside support for all South African employees and visitors.
• Coordinate local hardware deployments, replacements, repairs and peripheral support.
• Facilitate onboarding and offboarding activities for new starters and leavers.
• Support meeting rooms, office technology, printers and collaboration facilities.
• Build strong working relationships with local leadership and business stakeholders.
• Act as a liaison between South African colleagues and UK-based IT teams.

Service Improvement & Operational Support

• Identify recurring issues and contribute to continuous service improvement initiatives.
• Assist with IT projects, technology rollouts and office expansion activities.
• Support security incident identification and first-line investigation activities.
• Ensure all activities comply with firm policies, ISO27001 controls and ITIL service management principles.
• Participate in out-of-hours support arrangements where required.

Skills & Experience

Essential

• Previous experience working within an IT Service Desk, Helpdesk or Technical Support environment.
• Strong knowledge of Windows operating systems and Microsoft 365 technologies.
• Experience supporting laptops, mobile devices, peripherals and collaboration tools.
• Excellent verbal and written communication skills.
• Outstanding customer service skills with a genuine desire to help people.
• Ability to communicate confidently and professionally with colleagues at all levels, including senior leadership and partners.
• Strong organisational and prioritisation skills.
• Ability to work independently with minimal supervision.
• Ability to remain calm under pressure and manage multiple priorities simultaneously.
• Strong troubleshooting and problem-solving skills.
• Experience using IT Service Management and ticketing systems.

Desirable

• ITIL Foundation certification.
• Experience supporting users within a professional services environment.
• Experience supporting remote and international users.
• Knowledge of Microsoft Entra ID, Intune, Teams and endpoint management technologies.
• Experience supporting meeting room and audiovisual technologies.

The successful candidate will be:

• A self-starter who can work effectively as the sole IT resource within the South Africa office.
• Highly organised and capable of managing competing priorities independently.
• Professional, approachable and customer focused.
• Comfortable building relationships with people at all levels of the organisation.
• Proactive in identifying issues and opportunities for improvement.
• Adaptable and willing to support a wide range of technologies and business requirements.
• A strong team player who collaborates effectively with remote colleagues and technical teams.

Key Success Measures

• Delivery of excellent customer satisfaction scores.
• Achievement of agreed SLA and KPI targets.
• Positive feedback from South African and UK stakeholders.
• Effective management and ownership of support requests.
• Successful support of local office operations and technology services.
• Contribution to service improvements, knowledge sharing and operational excellence.

Please be aware that, as part of our recruitment process, we conduct background checks for all successful applicants. These checks cover employment and education history, identification, and relevant credit and criminal record checks.