Service Desk Analyst

Remote Recruitment

Service Desk Analyst providing remote 1st and 2nd line support for UK clients during business hours. Collaborating with a fast-growing support team in a fully remote setting.

Posted 7/3/2026full-timeRemote • 🇿🇦 South AfricaJuniorMid-Level💰 ZAR 28,000 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing 1st and 2nd line IT support, with a strong focus on diagnosing and resolving technical issues efficiently. Proficient in managing support tickets and configuring user accounts and systems, while maintaining excellent communication and customer service skills.

Highest-signal resume keywords

IT Service Desk ExperienceWindows ProficiencyMicrosoft 365 KnowledgeITSM Platform ExperienceCustomer-Focused Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportIssue DiagnosisHardware TroubleshootingSoftware TroubleshootingNetwork TroubleshootingApplication SupportUser Account ConfigurationVPN SetupEndpoint Device ManagementTicket Management

Soft Skills

Attention to DetailExcellent Communication

Tools & Technologies

ServiceNowJiraITSM PlatformsMicrosoft 365Active Directory

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

1st Line Support2nd Line SupportRemote SupportTechnical Support ExperienceCustomer Service

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Deliver professional 1st and 2nd line IT support to end users remotely via phone, email and chat
Diagnose and resolve hardware, software, network and application issues efficiently
Manage and update support tickets in ServiceNow, Jira or equivalent ITSM platforms
Set up and configure user accounts, VPN access, Microsoft 365 and endpoint devices
Document solutions and contribute to the internal IT knowledge base
Monitor system alerts and escalate major incidents to the relevant technical teams

Requirements

What you’ll need

2+ years of IT service desk or technical support experience
Strong working knowledge of Windows, Microsoft 365 and Active Directory
Experience with ITSM platforms such as ServiceNow or Jira Service Management
ITIL Foundation certification is preferred but not essential
Customer-focused with excellent communication skills and attention to detail

Benefits

Comp & perks

100% remote, UK business hours
Career growth and professional development
Exposure to leading UK businesses and practices