Service Desk Analyst – Sandton

Service Desk Analyst – Cape Town

Join a Global Law Firm at the Heart of IT Service Delivery

Our client, a prestigious global law firm, is seeking a highly professional and customer-focused Service Desk Analyst to join its Information Technology team in Johannesburg.

This is a highly visible, customer-facing technical role at the centre of the firm’s IT service delivery operation, supporting partners, fee earners, and business services staff across multiple offices.

In a legal environment where technology downtime directly impacts client service, billing, and reputation, the successful candidate will combine strong technical expertise with a genuine commitment to delivering white-glove service excellence.

Based in Sandton, the role carries national responsibility for supporting users across Johannesburg, Cape Town, and Durban.

Role Overview

The Service Desk Analyst is responsible for providing responsive first- and second-line IT support, ensuring incidents and service requests are resolved efficiently while maintaining exceptional customer service standards.

Aligned with ITIL service management principles, the role contributes to:

• Incident Management

• Service Request Fulfilment

• Knowledge Management

• IT Asset Management

The successful candidate will thrive in a fast-paced, deadline-driven professional services environment and will treat every interaction as an opportunity to build confidence in the IT function.

Key Responsibilities

First & Second-Line Technical Support

• Provide professional, responsive first- and second-line IT support via:

• Face-to-face engagement

• Telephone support

• Email support

• Self-service channels

• Log, categorise, prioritise, and maintain incidents and service requests accurately in ManageEngine ServiceDesk Plus

• Take ownership of assigned tickets and ensure resolution within agreed SLA targets

• Diagnose and resolve:

• Hardware issues

• Software issues

• Network-related problems

• Desktop and application support matters

• Escalate unresolved incidents to third-line teams with comprehensive handover documentation

• Deliver a concierge-level service experience to partners, fee earners, and staff

Asset Management & Stock Control

• Maintain accurate IT asset registers including:

• Serial numbers

• Hardware descriptions

• User allocations

• Asset locations

• Ensure service desk tickets are logged before stock issuance

• Manage movement of IT equipment into and out of IT storage

• Record and report faulty equipment

• Maintain data and voice master registers

• Assist with reporting lost or stolen devices where required

Service Desk Operations & SLA Adherence

• Contribute to service desk KPIs and performance metrics

• Ensure compliance with IT policies, standards, and IT service management procedures

• Coordinate equipment repairs with vendors and internal teams

• Promote use of the self-service portal to improve efficiency

• Contribute to the internal knowledge base by documenting:

• Common issues

• Workarounds

• Technical solutions

Continuous Improvement

• Identify recurring technical issues and escalate trends for Problem Management

• Recommend improvements to enhance user experience and IT service delivery

• Maintain up-to-date knowledge of firm technologies and applications

• Participate in team training and continuous development initiatives

Minimum Requirements

Qualifications

• Relevant IT qualification (A+, N+ or equivalent)

• Microsoft 365 Certification (e.g., MS-900 Microsoft 365 Fundamentals) or Microsoft Office Specialist Certification

Experience

• 2–3 years’ experience in:

• IT Service Desk Support

• Desktop Support

• Technical Support environments

• Strong experience supporting:

• Microsoft Windows

• Microsoft 365 environments

• Experience using ITSM ticket logging systems

• Strong customer service orientation with excellent communication skills

Preferred Experience & Certifications

• ITIL 4 Foundation Certification (or willingness to obtain within 12 months)

• Microsoft Azure Fundamentals (AZ-900)

• Experience within:

• Legal Services

• Professional Services

• Financial Services environments

• Experience with ManageEngine ServiceDesk Plus

• Exposure to IT Asset Management processes

Technical Environment

Candidates should demonstrate proficiency in most of the following:

• Microsoft Windows 10 & 11

• Microsoft 365 (Word, Excel, Outlook, Teams, SharePoint, OneDrive)

• Microsoft Entra ID (Azure AD) & Exchange Online

• Microsoft Intune / Endpoint Manager

• ManageEngine ServiceDesk Plus

• iManage Work or other Document Management Systems (DMS)

• Email security platforms (Mimecast or similar)

• Video conferencing solutions (Microsoft Teams, Yealink, BYOD)

• Apple iOS & Android device support

• Managed print solutions (PDPrint, MFDs)

• Networking fundamentals (TCP/IP, DNS, DHCP, VPN)

• Encryption & endpoint security tools

• Legal practice management systems (Aderant, CMS) advantageous

Key Competencies

• We are looking for someone who is:

• Highly customer-focused with a genuine service mindset

• Professional and confident engaging with senior stakeholders and partner.

• Calm under pressure in a fast-paced legal environment

• Organised with exceptional attention to detail

• Proactive, adaptable, and solutions-driven

• Technically strong with excellent troubleshooting capability

• A collaborative team player with a positive attitude

• Results-driven with a commitment to quality and accuracy

Working Conditions

• Participation in an after-hours standby roster on a rotational basis

• Fast-paced, high-performance environment typical of a leading global law firm

Why Join This Opportunity?

• Join a respected global law firm

• Exposure to sophisticated enterprise technology environments

• Highly visible role supporting legal professionals and senior stakeholders

• Opportunity to grow within a professional, high-performance IT team

• Work within a modern, solutions-driven environment

Interested?

Apply now to be part of a globally respected firm where technology underpins excellence.

Brought to you by AGC Legal Recruitment