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.
