IT Service Desk Analyst | Tygerfalls, Cape Town | Permanent

Designation: IT Service Desk Analyst | Tygerfalls, Cape Town | Permanent

Category: Information Technology

Job Level: Skilled technical and academically qualified workers, junior management, supervisors, foremen and superintendents

Posted by: PSG Financial Services

Posted on: 13 Aug 2026

Reference Number: POS37426

Closing date: 23-Aug-2026

Position Type: Permanent

Location: Tygerwaterfront The Edge

Overview:

**VACANCY |**IT SERVICE DESK ANALYST | TYGERFALLS, CAPE TOWN | PERMANENT

PSGs commitment to transform and embrace diversity is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce. In achieving our employment equity goals, we give preference to applicants from designated groups, and we encourage people with disability to apply.

Job description:

PSG has a great opportunity for an IT Service Desk Analyst to work within a growing financial services organisation, supporting both on-premises and cloud-based environments. This role provides first-level technical support to end-users, focusing on Microsoft 365 and Microsoft Intune environments, Asset Management, Desktop Support as well as AD account-related issues with agreed SLAs. The analyst ensures accurate ticket logging, initial troubleshooting, and escalation, where necessary, while maintaining high levels of customer satisfaction

Responsibilities:

1. Incident & Service Request Management

• Receive, log, and categorize incidents and service requests via phone, email, and ITSM tool.
• Provide first-level troubleshooting and resolution for software and connectivity issues.
• Escalate unresolved issues to second-level support, relevant IT Operations or vendors.
• Ensure accurate documentation of all interactions and resolutions in the ITSM system.

2. Microsoft 365 Support

• Provide first-line support for Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
• Assist users with email configuration, Teams meeting setup, and basic SharePoint access issues.
• Troubleshoot common OneDrive sync problems and guide users on best practices.
• Manage M365 license assignments and permissions.

3. Microsoft Intune Support

• Enrol and manage devices in Microsoft Intune for compliance and security.
• Assist users with Intune-related issues such as device enrolment, app deployment, and policy application.
• Troubleshoot Intune compliance alerts and escalate complex issues.
• Support mobile device management (MDM) and endpoint security configurations.

4. User Account & Access Management

• Process user account provisioning/deprovisioning requests in AD/Entra ID and Microsoft 365.
• Assist with password resets and access permissions in line with security policies.
• Provide user account-related information/report for audit purposes
• Initial regulator user account reviews for audit purposes

5. Desktop Support

• Provide first- and second-line desktop support to end users
• Install, configure, and maintain end-user devices and business applications
• Troubleshoot and resolve hardware, software, and connectivity issues
• Support user onboarding, offboarding, and workstation provisioning
• Maintain accurate support documentation and comply with SLA requirements

6. IT Asset Management

• Ensure IT Asset Management accuracy for assigned areas (division/region)
• Ensure proper documentation of assets issued to or returned by employees
• Conduct annual IT Asset verification for assigned areas (division/region)
• Provide IT Asset Management evidence to auditor for assigned area (division/region)
• Conduct AD/Intune Asset Management clean-up

7. IT Service Improvements

• Identify and report trends in the service desk environment for the division/region
• Propose continuous improvement initiatives
• Implement continuous improvement initiatives within agreed scope & schedule

8. Customer Service & Communication

• Own service delivery to assigned area of responsibility (division/region)
• Maintain professional and courteous communication with end-users.
• Provide management reports, regular updates on ticket status and expected resolution times.
• Educate users on IT policies, best practices, and self-service options.

9. Documentation & Knowledge Base

• Update knowledge base articles for common issues and resolutions.
• Document troubleshooting steps for recurring problems.

Minimum requirements:

• IT-related Degree/Diploma
• ITIL V4 Fundamentals/Practitioner Certification
• IT support certifications (CompTIA A+, N+, or equivalent)
• 3–5 years in IT support or Service Desk environment.
• 3-5 years working with ITSM tools (e.g., Jira Service Management, ServiceNow).
• 3-5 years in Microsoft 365 suite
• 3-5 years in Microsoft Active Directory Administration or Entra ID
• 2-3 year working with IT Change Management processes

Preferred:

• Microsoft 365 Fundamentals (MS-900)
• Microsoft Intune Fundamentals.
• Desktop Support Experience, incl. remote desktop support
• Understanding of Internet & network connectivity, e.g. VPNs
• Supervisory experience within an IT Support environment

Skills & Competencies

• Strong self- management skills.
• Excellent communication and stakeholder engagement abilities.
• Analytical and problem-solving mindset.
• Ability to manage multiple priorities in a fast-paced environment.
• Vendor and contract management experience.
• Troubleshooting and strong resolution skills
• Achievement / Results orientated
• Team Player
• Motivated and positive attitude

How to apply:

Candidates interested must apply on the PSG Careers website https://www.psg.co.za OR browse vacancies https://bit.ly/3bD2iAk by no later than 23 August 2026. By submitting your application, you are giving PSG Financial Services implicit consent to the storage and processing of your personal information. If you are not contacted within 2 weeks of your application, please accept that your application was unsuccessful.