Italian 2nd Line Service Desk Analyst

Salary: R28 000 – R30 000 per month (depending on experience)
Job Type: Full-time
Location: Century City, Cape Town

Working hours: Hybrid work model, be in office 2x days a week - 24/7 rotational shifts - overtime shift allowance, Internet allowance.

About the Role

Our client is seeking a highly skilled 2nd Line Service Desk Analyst to join their team within a regulated healthcare environment. This role requires strong technical capability, excellent communication skills, and a high level of professionalism when handling sensitive clinical and business-critical systems.

You will provide shared 2nd line technical support, acting as part of a team that delivers reliable, secure, and compliant IT services, ensuring issues are resolved efficiently and within agreed SLA timeframes.

Our client is an equal opportunities employer and makes recruitment decisions based on qualifications, skills, and experience. Diversity and inclusion are core values, and all suitable candidates are encouraged to apply.

Key Responsibilities

• Deliver services in line with the ITIL framework.
• Act as a single point of contact for end-user support across multiple communication channels.
• Quickly diagnose technical issues and resolve where possible, or escalate appropriately.
• Maintain strong relationships with end users by understanding their IT environment and business needs.
• Log, update, categorise, and manage tickets accurately within the ticketing system.
• Monitor and respond to alerts via ConnectWise and Microsoft Teams.
• Trend and analyse recurring incidents and alerts to improve system stability.
• Ensure all incidents and service requests comply with security, data protection, and governance requirements.
• Maintain strict confidentiality when working with sensitive healthcare and business data.
• Create and maintain technical documentation as services evolve.
• Coordinate with internal resolver teams and third-party vendors.

Service Desk & Incident Management

• Investigate, diagnose, resolve, or escalate incidents within agreed SLA targets.
• Handle 2nd line core and out-of-hours tickets, including P1 and P2 high-priority incidents.
• Take calls and log tickets accurately.
• Escalate high-priority and critical issues appropriately.
• Assist with queue management and additional service desk tasks as needed.
• Provide cover for other analysts when required.
• Demonstrate a calm and professional approach under pressure.
• Provide 2nd line support for end-user devices and operating systems (Windows 10/11).

Key Performance Indicators

• High customer satisfaction scores.
• Consistent adherence to SLA timeframes.
• Ability to manage high volumes of incidents while maintaining quality service.
• Clear, concise, and accurate documentation.
• Continuous personal technical development.
• Creation and maintenance of knowledge articles.

Skills and Experience Required

• Certification in a computer-related field or equivalent experience.
• Must Speak, Read and Write Fluently in Italian
• Excellent written and spoken communication skills.
• Proven customer service experience.
• Strong ownership of incidents through to resolution.
• Ability to work under pressure and multitask effectively.
• Team-oriented with a supportive and positive attitude.
• Strong analytical and fault-finding skills.

Technical Skills

Core Technologies:

• Microsoft Azure (IaaS, PaaS, networking, security, RBAC, Key Vault, Automation, Storage, App Services)
• Office 365 (Exchange Online, SharePoint, OneDrive, Microsoft Teams)
• Active Directory (Users, Groups, GPO, DNS, DHCP, Replication, AD Sync)
• Backup technologies: Veeam, Azure Backup, Backup Exec, MABS

Infrastructure & Tools:

• HP & Dell hardware
• Microsoft Server OS up to 2019
• VMware
• Intune
• N-able
• Thin clients
• Line-of-business application support (e.g. COINS, Agress)

Qualifications

• AZ-900 – Required
• MS-900 – Required
• AZ-104 – Nice to have

What You'll Be Doing

You will handle escalated technical issues, troubleshoot complex problems, provide remote support to end users, document solutions and procedures, and collaborate closely with internal teams and third-party vendors. Your expertise will help maintain IT stability, security, and service excellence within a highly regulated environment.

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 upon submission, you can assume your application was unsuccessful, and we encourage you to reapply. Please note that as a registered member of APSO, Surgo (PTY) Ltd. does not hold applicants accountable for any application fee.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email recruitment@surgo.co.za