The Company

Join a dynamic and forward-thinking technology organisation that provides innovative managed IT services to a diverse client base. You’ll be part of a collaborative, high-performing team that values continuous improvement, accountability, and customer satisfaction. This is an excellent opportunity to grow your technical expertise while contributing to a supportive, learning-focused environment.

The Role

We’re seeking a proactive IT Service Desk Analyst to provide Level 2 technical support across a range of managed service environments. In this hands-on role, you’ll diagnose and resolve technical issues, monitor system alerts, and ensure a seamless experience for customers. You’ll play a key part in maintaining service quality, security compliance, and operational efficiency, while driving continuous improvement within the service delivery team.

Responsibilities

• Provide technical support and resolve or escalate customer-reported incidents.
• Manage and document incident tickets, ensuring adherence to SLAs.
• Monitor and action system alerts, assessing severity and business impact.
• Collaborate with internal teams and subject matter experts to resolve complex issues.
• Maintain accurate technical documentation and contribute to the team knowledge base.
• Participate in change management and continuous improvement initiatives.
• Deliver exceptional customer service and clear, timely communication.
• Participate in an on-call support rotation to ensure 24/7 service coverage.

You

• 1+ years’ experience as an IT Service Desk or Operations Analyst.
• Strong customer service orientation and excellent communication skills.
• Proficient with incident management and operational support tools.
• Strong multitasking and problem-solving abilities under pressure.
• Knowledge of cybersecurity principles and ITIL service management concepts.
• A self-motivated team player with a can-do attitude and strong attention to detail.
• Relevant qualification in Information Technology or equivalent experience.
• Understanding of mobile telecommunications (MNO, MVNA, MVNO) is desirable.
• Willingness to work additional hours or on-call as required.

Benefits

• Work within a collaborative, growth-focused technical team.
• Access to professional development and ongoing learning opportunities.
• Exposure to diverse IT environments and technologies.
• Opportunity to make a meaningful impact in service delivery and client success.

Apply Now

If you’re a motivated IT professional with a passion for problem-solving and customer service, we’d love to hear from you. Apply today to join a team that values technical excellence, collaboration, and continuous improvement.

Redwolf + Rosch invite and encourage applications from all backgrounds of gender, disability, culture, and race. If you are a person with a disability and require modifications to the recruitment process, please advise the Recruitment Consultant.