French Speaking Second Line Service Desk Analysts
Surgo PTY Ltd · Cape Town, Western Cape
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Start free — we apply for you →We are seeking a skilled French-speaking 2nd Line Service Desk Analyst to join a fast-paced, customer-focused IT support environment. This role is ideal for a technically strong individual with experience in troubleshooting complex issues, supporting end-users remotely, and working across modern IT infrastructure.
Duties & Responsibilities
Key Responsibilities
- Provide 2nd line technical support, resolving or escalating incidents within SLA
- Diagnose and troubleshoot complex IT issues across various platforms
- Act as a key point of contact for escalated support queries
- Log, track, and manage incidents through the ticketing system (e.g. ServiceNow)
- Monitor and respond to system alerts and service channels
- Collaborate with internal teams and third-party vendors where required
- Maintain accurate documentation, knowledge articles, and procedures
- Support continuous improvement initiatives to reduce incidents and improve stability
- Assist with queue management and service desk operations as needed
Desired Experience & Qualification
French Speaking 2nd Line Service Desk Analyst
We are seeking a skilled French-speaking 2nd Line Service Desk Analyst to join a fast-paced, customer-focused IT support environment. This role is ideal for a technically strong individual with experience in troubleshooting complex issues, supporting end-users remotely, and working across modern IT infrastructure.
You will be responsible for handling escalations, resolving technical incidents, and ensuring high levels of service delivery in line with agreed SLAs and best practice frameworks such as ITIL.