IT Service Desk Analyst - Global Law Firm - Sandton

Our client, a Global Law Firm, based in Sandton has an opportunity for a IT Service Desk Analysts. This role is responsible for the day-to-day operational coordination of the team, providing high-level support to customers. It requires excellent communication, coordination, analytical, and problem-solving skills.

Key Responsibilities

• Work as part of a wider team, focusing on achieving team KPIs by answering calls and resolving tickets.
• Log and update all queries within the ticket logging system for tracking and audit purposes.
• Facilitate repairs of faulty equipment.
• Set up IT equipment for boardroom meetings, video conferences, and external client meetings.
• Maintain compliance with IT policies and procedures.
• Ensure incidents are resolved within SLA guidelines.
• Manage and resolve all IT first/second line support issues for customers.
• Refer unresolved issues to third-line support teams.
• Receive and verify IT equipment per specifications and purchase orders.
• Manage IT stock, including logging service desk tickets before issuing stock and maintaining accurate records.
• Provide monthly reports on stock levels, exceptions, and asset counts.
• Report defective equipment to management in writing.
• Control and record all IT equipment movements.
• Capture and maintain data and voice master registers.
• Assist with reporting stolen devices to insurance brokers.

Qualifications

Job Requirements:

• A relevant IT qualification (A+, N+, MCITP, or a combination thereof).
• Microsoft Office Specialist (MOS) Master 2010 Certified or Microsoft 365 Fundamentals Certification (MS-900).
• Microsoft Azure Fundamentals (AZ-900) is preferable.

Experience

• Minimum 2-3 years experience in a support environment.
• Highly customer service focused with excellent communication and negotiation skills.
• Experience working collaboratively to achieve success.

Skills And Knowledge

• Proficient with Microsoft Windows 10 & 11, Microsoft 0365, Microsoft Endpoint Manager admin center, Apple and Android products, and printing solutions.
• Familiar with Active Directory and Exchange, Mimecast email management, SCCM, iManage Work 10 DMS, Aderant Expert, CMS, Interaction, encryption software, and video conferencing tools.
• Intermediate networking experience.

Competencies

• Strong oral and written communication skills, with the ability to influence and work confidently at all levels.
• Ability to seek and evaluate information from various sources.
• Continuous improvement mindset for operations and customer service.
• Highly motivated, results-oriented, and excellent organizational skills.
• Adaptable, positive, innovative, and conscientious with a professional attitude.
• Ability to handle intense pressure and meet deadlines.
• Knowledge of the legal industry and technology is an asset.
• Strong team player with a modern, innovative, and solutions-driven approach.
• Calm under pressure and detail-oriented in a fast-paced environment.

Apply: www.agclegal.co.za

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