Service Desk Analyst - Cape Town

Introduction

Join a Global Law Firm at the Heart of IT Service Delivery

Our client, a prestigious global law firm, is seeking a highly professional and customer-focused Service Desk Analyst to join its Information Technology team in Cape Town.

This is a highly visible, customer-facing technical role at the centre of the firm’s IT service delivery operation, supporting partners, fee earners, and business services staff across multiple offices.

In a legal environment where technology downtime directly impacts client service, billing, and reputation, the successful candidate will combine strong technical expertise with a genuine commitment to delivering white-glove service excellence.

Based in Sandton, the role carries national responsibility for supporting users across Johannesburg, Cape Town, and Durban.

Role Overview

The Service Desk Analyst is responsible for providing responsive first- and second-line IT support, ensuring incidents and service requests are resolved efficiently while maintaining exceptional customer service standards.

Aligned with ITIL service management principles, the role contributes to:

• Incident Management

• Service Request Fulfilment

• Knowledge Management

• IT Asset Management

The successful candidate will thrive in a fast-paced, deadline-driven professional services environment and will treat every interaction as an opportunity to build confidence in the IT function.

Duties & Responsibilities

Key Responsibilities

First & Second-Line Technical Support

• Provide professional, responsive first- and second-line IT support via:

• Face-to-face engagement

• Telephone support

• Email support

• Self-service channels

• Log, categorise, prioritise, and maintain incidents and service requests accurately in ManageEngine ServiceDesk Plus

• Take ownership of assigned tickets and ensure resolution within agreed SLA targets

• Diagnose and resolve:

• Hardware issues

• Software issues

• Network-related problems

• Desktop and application support matters

• Escalate unresolved incidents to third-line teams with comprehensive handover documentation

• Deliver a concierge-level service experience to partners, fee earners, and staff

Asset Management & Stock Control

• Maintain accurate IT asset registers including:

• Serial numbers

• Hardware descriptions

• User allocations

• Asset locations

• Ensure service desk tickets are logged before stock issuance

• Manage movement of IT equipment into and out of IT storage

• Record and report faulty equipment

• Maintain data and voice master registers

• Assist with reporting lost or stolen devices where required

Service Desk Operations & SLA Adherence

• Contribute to service desk KPIs and performance metrics

• Ensure compliance with IT policies, standards, and IT service management procedures

• Coordinate equipment repairs with vendors and internal teams

• Promote use of the self-service portal to improve efficiency

• Contribute to the internal knowledge base by documenting:

• Common issues

• Workarounds

• Technical solutions

Continuous Improvement

• Identify recurring technical issues and escalate trends for Problem Management

• Recommend improvements to enhance user experience and IT service delivery

• Maintain up-to-date knowledge of firm technologies and applications

• Participate in team training and continuous development initiatives

Desired Experience & Qualification

Minimum Requirements

Qualifications

• National Diploma or Degree in Information Technology, Computer Science, or related field

• ITIL 4 Foundation Certification (Essential)

Experience

• 8–10 years’ experience in:

• IT Service Management

• IT Customer Services

• Service Delivery environments

• 3–5 years’ leadership experience managing geographically dispersed teams

• Proven experience administering ITSM platforms such as:

• ManageEngine

• ServiceNow

• Similar platforms

• Strong understanding of ITIL practices, including:

• Incident Management

• Problem Management

• Service Request Management

• Knowledge Management

• Experience managing:

• Vendor relationships

• Service Level Agreements (SLAs)

Preferred Experience & Certifications

• ITIL 4 Managing Professional or advanced ITIL certification

• Leadership or Management qualification

• HDI Support Centre Manager Certification (advantageous)

• Experience within:

• Legal Services (strongly preferred)

• Professional Services

• Financial Services

• Strong experience with ManageEngine ServiceDesk Plus

Key Competencies

We are looking for someone who is

• Customer-centric with a passion for delivering premium service

• A confident people leader with strong coaching capability

• Calm and decisive under pressure

• Commercially aware and stakeholder-focused

• Highly organised, analytical, and detail-oriented

• Technically credible and solutions-driven

• Proactive, innovative, and focused on continuous improvement

• Comfortable operating in a high-pressure professional services environment

Working Conditions

• National travel to Cape Town and Durban offices

• Participation in after-hours emergency support, including weekends and public holidays

• Fast-paced, high-performance legal environment

Package & Remuneration

Market Related

Interested?

Why Join This Opportunity?

• Join a respected global law firm

• Lead a highly visible and business-critical IT function

• Opportunity to shape and enhance IT service excellence

• Exposure to sophisticated enterprise technologies and senior stakeholders

• Work in a professional, collaborative, and high-performance environment

Interested?

Apply online

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