Service Desk Analyst

When someone's screen freezes an hour before their deadline, you are the calmest person in their day.

Job Overview

Our UK-based client is hiring a full-time, remote Service Desk Analyst based in South Africa. You will be the first port of call for users who need technical help - triaging, fixing and escalating IT issues with speed and good humour. This is a long-term role on UK business hours.

About Our Client

The client is an established UK organisation whose teams depend on their systems every hour of the day. They treat the service desk as the heartbeat of the business - because when IT support is good, everything else moves faster.

Key Responsibilities

- Respond to support tickets, calls and chats as the first line of IT support

- Diagnose and resolve hardware, software and access issues at first contact where possible

- Escalate complex incidents with complete, well-documented handovers

- Manage user accounts, permissions and onboarding or offboarding requests

- Update the knowledge base with fixes and how-to guides

- Track tickets to resolution and keep users informed throughout

- Spot recurring incidents and raise them for permanent fixes

What You Will Be Doing Day-to-Day

Your shift opens with the queue: prioritising new tickets, picking up overnight issues, and clearing quick wins first. You will work methodically through incidents - password resets, software glitches, access requests, printer gremlins - resolving most on first touch and routing the rest to the right specialist with full notes.

Between tickets you will tidy documentation, close the loop with users, and flag anything that looks like a pattern rather than a one-off. You will end the day with a clean queue and users who feel looked after.

This suits a South African professional who is technically capable, naturally patient, and clear in plain-English explanations. You know that great IT support is half diagnosis, half reassurance.

If you are based in South Africa with solid troubleshooting instincts and excellent English, this is a stable remote career with a UK employer that takes its service desk seriously. Apply today.

Requirements

- 2+ years' experience on an IT service desk or helpdesk (first line or above)

- Clear written and spoken English with a calm, helpful manner

- Proven reliability: stable fibre internet, backup power for load shedding, and a quiet home office

- Confident with tech tools: ticketing systems (Freshservice, Zendesk or similar), Microsoft 365 or Google Workspace admin, and remote support tools

- Strong troubleshooting logic with disciplined documentation habits

- Dependable self-starter working remotely to UK business hours

Benefits

Full-time remote position working for a UK-based employer. Competitive salary paid in ZAR. Long-term stable role. Supportive team environment. Direct access to founder-led business.