1st Line Service Desk Analyst (Dutch speaking)

Permanent

Cape Town

Posted 1 year ago

We’re looking for a Dutch-speaking 1st Line Service Desk Analyst to join a growing IT services team in Cape Town. This is an excellent opportunity for someone passionate about customer service and technology, with strong communication skills and a proactive approach to troubleshooting and support. The role operates in a hybrid working model and will support end users across various platforms and technologies.

Location: Cape Town
Type: Full-time, Permanent (Hybrid)

Key Responsibilities:

Serve as the first point of contact for end-user support via phone, email, and other contact channels.
Diagnose and resolve IT issues or escalate as appropriate, ensuring timely and professional communication throughout.
Build rapport with users and demonstrate an understanding of their environment and technical needs.
Accurately log all incidents and service requests, documenting actions and outcomes in the ticketing system.
Monitor and respond to system alerts and collaborate with internal teams to identify recurring issues and improve system stability.
Adhere to defined service level agreements (SLAs) and escalation procedures.
Assist in queue management and provide support to team members as needed.
Contribute to knowledge base development and process improvements.

What We’re Looking For:

Skills & Experience:

Fluent in Dutch (spoken and written).
IT certification or equivalent experience in a computer-related field.
Excellent communication and interpersonal skills.
Strong customer service orientation and ability to remain calm and professional under pressure.
Team player with a positive, enthusiastic attitude.
Effective multitasking, time management, and problem-solving abilities.
Ability to take ownership of issues and drive them to resolution.
Strong documentation and keyboard skills

Technical Requirements:

Solid understanding of Office 365, Azure, Exchange, and SharePoint.
Familiarity with Intune, MFA, RSA tokens, and VDI environments (VMWare).
Experience using Active Directory.
Proficiency in using ticketing systems such as ServiceNow or similar platforms.

Performance Expectations:

Deliver high levels of customer satisfaction.
Resolve or escalate issues efficiently and in line with SLA agreements.
Maintain clear, concise documentation.
Consistently contribute to team performance and personal skill development.

Location: Cape Town

Deadline for applications is 30/05/2025

For more information, call Nova Buchan on 073 393 9731 or send your CV to Nova Buchan

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Information Technology

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