Service Desk Analyst
Netrix Global
ITSM
Application Support Technician
Dots Africa
contract
Posted on:
Origin: • 🇿🇦 South Africa
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ITSM
About the role
- Assist clients with appointment booking for installations and liaise with internal teams to streamline delivery.
- Guide clients through installations via Teams/AnyDesk, troubleshoot issues, and escalate when needed.
- Travel to clients' premises when required for troubleshooting and installations.
- Monitor system activity to ensure application processing is occurring as expected and proactively resolve anomalies or escalate.
- Handle password resets, MFA issues, user account tasks, and manage user profiles securely.
- Monitor support tickets or systems, initiate first-tier fixes, and escalate complex issues to TechOps as needed.
- Maintain accurate logs of installation processes and technical resolutions; create client-facing guides.
- Provide attentive and timely client support, follow-ups to ensure satisfaction and smooth outcomes.
- Work alongside the TechOps Specialist and other technical operations team members.
Requirements
- Technically adept, empathetic, and client-focused.
- Experience with desktop application installations, including remote guidance tools like Microsoft Teams and AnyDesk.
- Basic to intermediate system administration skills: user account and profile management, onboarding/offboarding, access rights, compliance.
- Ability to support common client issues such as password resets, MFA troubleshooting, and installation errors.
- Familiarity with ITSM or call-logging tools (e.g., GLPI or similar).
- Strong documentation skills using Markdown, or similar.
- Exceptional verbal and written communication.
- Solid analytical and problem-solving abilities.
- Organizational and multitasking skills to manage scheduling, installations, support, and admin tasks.
- Customer-first mindset; calm under pressure and delivering empathetic support.
- Degree or diploma in IT, Computer Science, or a related field preferred.
- Previous exposure to client-facing IT support, application support, or system admin role is an advantage.
- Basic understanding of ITIL, identity/access management, and ticketing systems would be a plus.
