Entry Level Service Desk Analyst CPT 11226 Start

Welcome to Frontline Managed Services where innovation technology and efficiency converge to redefine the landscape of IT Financial and Administrative Managed Services for legal and professional service firms. As pioneers in the industry we are driven by a relentless commitment to excellence.

Join Our Team and Be a Catalyst for Change!

We dont just follow industry standards; we set them. Our dynamic environment thrives on pushing boundaries and embracing challenges. We are more than a workplace; we are a community of forward-thinkers dedicated to shaping the future.

Position Overview

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. Thats why we provide industry-leading training to get you up to speed.

Work Hours - Shifts are aligned to US time zones within a 24-hour operation. Shifts may vary as per the business requirements.

Work Location - This position must be done onsite in our office in Cape Town

Salary - From Rper year; R20 000 per month and based on a candidates background experience and skills.

What Youll Do

Serve as the initial contact for reporting technical issues and answering questions regarding upgrades installations and other software/hardware/network issues.

Effectively communicate with requesters in a clear positive and professional manner (in accordance with frontline MS script spelling grammatical and related guidelines);

Accurately diagnose client technical issues; gather the necessary information; and perform standard preliminary research using all relevant available resources.

Effectively implement the steps found in available resources by following the instructions and using a variety of remote access user admin and related tools.

Clearly and thoroughly document requests for assistance in our ticket management system and track incidents through to resolution/escalation (per client guidelines);

Escalate unresolved issues to Team Leads.

Identify potential outages and other problems (via information gathering ticket trends etc.) and communicate the information to Team Leads in a timely manner.

What You Bring

A Matric Certificate

Fluent in English both written and spoken

Strong Typing Skills

Strong customer service skills with the ability to handle challenging interactions in a professional and empathetic manner.

Proficient in troubleshooting computer hardware software and network issues.

Work in-office in Cape Towns CBD

Not Sure You Meet Every Requirement

We know that great candidates may not match every qualification listed. If youre excited about the role and believe you could be a strong fit we encourage you to apply. We value potential and a growth mindset as much as experience.

Join Us

At Frontline Managed Services we celebrate different backgrounds experiences and perspectives. We are committed to building a team that reflects the clients and communities we serve.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race color religion sex sexual orientation gender identity national origin veteran or disability status.