French Speaking 2nd Line Service Desk Analyst

Location: Century City, Cape Town (Hybrid)
Salary: R28,000 – R30,000 (depending on experience)
Working Hours: 24/7 rotational shifts | Hybrid (2 days in-office)
Includes overtime shift allowance & internet allowance

Role Overview

We are seeking a skilled French-speaking 2nd Line Service Desk Analyst to join a fast-paced, customer-focused IT support environment. This role is ideal for a technically strong individual with experience in troubleshooting complex issues, supporting end-users remotely, and working across modern IT infrastructure.

You will be responsible for handling escalations, resolving technical incidents, and ensuring high levels of service delivery in line with agreed SLAs and best practice frameworks such as ITIL.

Key Responsibilities

• Provide 2nd line technical support, resolving or escalating incidents within SLA
• Diagnose and troubleshoot complex IT issues across various platforms
• Act as a key point of contact for escalated support queries
• Log, track, and manage incidents through the ticketing system (e.g. ServiceNow)
• Monitor and respond to system alerts and service channels
• Collaborate with internal teams and third-party vendors where required
• Maintain accurate documentation, knowledge articles, and procedures
• Support continuous improvement initiatives to reduce incidents and improve stability
• Assist with queue management and service desk operations as needed

Requirements

• Fluent in French (spoken and written) – essential
• Strong English communication skills (written and verbal)
• Proven experience in a 2nd Line / Service Desk support role
• Experience working within ITIL frameworks
• Ability to manage high-priority (P1/P2) incidents under pressure
• Strong problem-solving and analytical skills
• Customer-focused with excellent interpersonal skills
• Ability to work both independently and within a team

Technical Skills

• Microsoft Azure: VM management, networking, security, deployments
• Office 365: Exchange Online, SharePoint, OneDrive, Microsoft Teams
• Active Directory: User management, GPOs, domain administration
• Backup Technologies: Veeam, Azure Backup, Backup Exec, MABS
• Server Infrastructure: Windows Server (up to 2019), VMware, Intune
• Networking & Systems: DNS, DHCP, replication, clustering, DFS
• Exposure to third-party applications (e.g. ERP systems) advantageous

Qualifications (Advantageous)

• AZ-900
• MS-900
• AZ-104

What's on Offer

• Opportunity to work in a dynamic, international IT support environment
• Exposure to modern cloud and infrastructure technologies
• Supportive team culture with ongoing development opportunities
• Hybrid working model with allowances

Important Information

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd therefore also encourages people with disabilities and from other diverse backgrounds to apply.

Due to the high volume of applications, should you not receive feedback within three months of submission, please consider your application unsuccessful. We encourage you to reapply for future opportunities.

Surgo (Pty) Ltd does not charge any application fees.

Your CV will be kept on our database for future opportunities. Should you prefer that we do not retain your details, please contact: recruitment@surgo.co.za