Job Title

1St Line Service Desk Analyst – Dutch Speakers

South Africa, Western Cape
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R16500 - R18000 Per Month
Area: South Africa, Western Cape
Sector: Technology
Posted: 29 May 2025

Job Details

 

Location:

Cape Town, South Africa

Job Type:

Full-Time

Working Hours:

24/7 Rotational Shifts – 3 days per week in office

About the Business

The business is committed to delivering outstanding IT support services tailored for specialist UK firms. Our approach combines technical expertise with a personal touch, ensuring clients receive the same high-quality service they strive to offer their own customers.

We take pride in our ability to solve problems, understand how technology enhances business performance, and build long-term, supportive relationships.

Purpose of the Role

As a 1st Line Service Desk Analyst, you will serve as the initial point of contact for IT support, assisting end users with technical issues efficiently and professionally. You’ll operate within a dynamic, service-focused environment, delivering exceptional support and helping maintain smooth IT operations.

Key Responsibilities

  • Act as the first point of contact for IT support via phone, email, and chat.

  • Log, diagnose, and resolve incidents or escalate to 2nd line support as needed.

  • Provide excellent customer service and resolve issues within agreed SLAs.

  • Document issues and actions taken accurately in the ticketing system (e.g., ServiceNow).

  • Monitor and respond to system alerts to improve service stability.

  • Follow ITIL-based processes and procedures specific to the business and clients.

  • Contribute to the development of support documentation and internal procedures.

  • Support tasks such as queue management, shift handovers, and escalations.

  • Provide cover for colleagues when needed.

Skills and Experience Essential:

  • Certification or experience in a computer-related field.

  • Strong communication skills, both written and verbal, in Dutch and English.

  • Proven ability to deliver excellent customer service.

  • Ability to troubleshoot technical issues effectively.

  • Able to manage multiple tasks under pressure.

  • Team player with a proactive, can-do attitude.

  • Solid keyboard and documentation skills.

Desirable (Technical):

  • Familiarity with Office 365, Azure, Exchange, and SharePoint.

  • Experience with Intune, Multi-Factor Authentication (MFA), and RSA tokens.

  • Knowledge of Virtual Desktop Infrastructure (e.g., VMware).

  • Active Directory experience (user/group management).

  • Prior use of IT ticketing systems such as ServiceNow.

Key Performance Indicators (KPIs):

  • Achieving high customer satisfaction scores.

  • Resolution of incidents within SLA targets.

  • Quality and accuracy of documentation.

  • Efficient management of daily incident volumes.

  • Ongoing development of technical knowledge.

What the Business is Looking For:

  • A positive, enthusiastic, and supportive team member.

  • Someone who takes ownership of tasks and follows through to resolution.

  • A confident communicator who can build rapport and show empathy.

  • A team player who contributes to a strong service desk culture.

Why Join the Business?

  • Work with a knowledgeable and supportive IT team.

  • Exposure to modern technologies and enterprise environments.

  • Opportunities for learning, growth, and career development.

  • Be part of a business that truly values client relationships and quality service.

 

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