Service Desk Support Analyst (Cape Town, South Africa)

Elevate your IT journey with Frontline Managed Services! We're on the lookout for Help Desk team players who are not just tech-savvy but hungry for knowledge and ready to make an impact. Join us in reshaping the future of technology. About Us Frontline Managed Services stands as a pioneer in IT, Financial, and Administrative Managed Services for legal and professional service firms. Our dedication to innovation, technology, and efficiency sets us apart in the industry. We are looking for someone with excellent written and verbal communication skills. You will be able to explain technical issues in a way that is easy for non-technical people to understand. You will also need to have strong problem-solving skills and be able to think on your feet. As a member of the Service Desk Team, you will be the first point of contact for clients experiencing technical issues. You will diagnose problems quickly and accurately while performing standard, preliminary research. You will use a variety of remote access, user admin, and related tools. At Frontline Managed Services, we understand that not everyone comes to us with a wealth of IT experience. That's why we provide industry-leading training to get you up to speed. Essential Duties And Responsibilities

1. Serve as the initial contact for reporting technical issues and answering questions regarding upgrades, installations, and other software/hardware/network issues.
2. Effectively communicate with requesters in a clear, positive, and professional manner (in accordance with frontline MS script, spelling, grammatical, and related guidelines);
3. Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
4. Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools.
5. Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines);
6. Escalate unresolved issues to Team Leads.
7. Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.

1. A Matric Certificate
2. Fluent in English, both written and spoken
3. Strong Typing Skills
4. Strong customer service skills with the ability to handle challenging interactions in a professional and empathetic manner.
5. Proficient in troubleshooting computer hardware, software, and network issues.
6. Work in-office in Cape Town's CBD
7. SDA shifts are based on US times (1100-2300 SAST)