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Entry Level Service Desk Analyst Start

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Job Description

Frontline Managed Services is a leader in delivering innovative IT, Financial, and Administrative Managed Services tailored for legal and professional service firms. We combine technology and efficiency to set new industry standards and drive excellence.

Position Overview

Join our Service Desk Team as the first point of contact for clients experiencing technical issues. You will diagnose problems quickly and accurately, performing standard preliminary research using remote access, user administration, and related tools. Comprehensive industry-leading training is provided to support your growth.

Work Hours and Location

  • Shifts aligned to US time zones within a 24-hour operation; shifts may vary based on business needs
  • Onsite position based in Cape Town CBD office

Salary

Starting from R240,000 per year (R20,000 per month), commensurate with candidate background, experience, and skills.

Key Responsibilities

  • Serve as initial contact for technical issue reporting and inquiries about upgrades, installations, and software/hardware/network problems
  • Communicate clearly and professionally with clients following Frontline MS scripts and guidelines
  • Accurately diagnose technical issues, gather necessary information, and conduct preliminary research using available resources
  • Implement troubleshooting steps using remote access and user admin tools
  • Document assistance requests thoroughly in the ticket management system and track incidents through resolution or escalation
  • Escalate unresolved issues to Team Leads promptly
  • Identify and report potential outages or recurring problems based on ticket trends

Requirements

  • Matric Certificate
  • Fluent English communication skills, both written and spoken
  • Strong typing skills
  • Excellent customer service skills with the ability to handle challenging interactions professionally and empathetically
  • Proficient in troubleshooting computer hardware, software, and network issues
  • Ability to work onsite in Cape Town CBD

Not Sure You Meet Every Requirement?

We value potential and a growth mindset as much as experience. If you are excited about this role and believe you could be a strong fit, we encourage you to apply.

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