ICT Service Desk

Job description

We are hiring for this position in Gauteng, Mpumalanga and Stellenbosch. Among your application note which province you are applying for. MEH Technologies is a leading ICT services provider delivering reliable, high-quality technology support within complex enterprise and healthcare environments. We are currently recruiting an experienced ICT Service Desk Analyst to provide first-class technical support to end-users within a large, fast-paced organisation. This role is ideal for a customer-focused IT professional who thrives in a structured ITIL-driven environment and is passionate about service excellence. Purpose of the Role: To provide effective ICT service desk support to employees and medical professionals by resolving incidents, managing service requests, and ensuring optimal system availability across the organisation. Why Join MEH Technologies? Work in a structured, ITIL-aligned environment Exposure to enterprise-level ICT systems and healthcare technology Opportunity to grow your technical and service management skills Supportive team culture focused on quality and continuous improvement

Requirements

• Minimum 3 years’ experience in an ICT / IT Service Desk or Helpdesk role
• 4 years’ experience will be advantageous
• Qualifications & Certifications:
• A+ and N+ certification (essential)
• ITIL Foundation (essential)
• ITIL certification or equivalent service management qualification (advantageous)
• Technical Skills:
• IT Service Management (ITSM) tools and call-logging systems
• Office 365 and Azure environments
• Incident and request management
• ITIL ticket categorisation and standards
• Basic change management awareness

Responsibilities

• Deliver first-line ICT support via phone, remote access and ticketing systems
• Log, categorise, prioritise and resolve incidents and service requests in line with ITIL standards
• Monitor, manage and escalate tickets according to defined SLAs and escalation matrices
• Provide guidance and basic troubleshooting to end-users
• Maintain accurate updates on ITSM tools and ensure daily ticket closures
• Identify recurring issues and contribute to problem and continuous improvement initiatives
• Develop, update and maintain support documentation, SOPs, FAQs and user guides
• Build strong relationships with stakeholders and deliver a consistently high client experience
• Participate in service desk reviews and contribute improvement ideas
• Strong customer service and communication skills
• Excellent attention to detail and accuracy
• Ability to work under pressure and manage multiple priorities
• Professional integrity and respect for confidentiality
• Strong interpersonal and stakeholder engagement skills
• Team-oriented with a collaborative mindset
• Good judgement, analytical thinking and problem-solving ability
• Performance-driven with a strong sense of ownership and accountability
• Performance Measures
• 90%+ SLA adherence
• First Call Resolution (FCR) of 70% or higher
• Daily resolution and closure of assigned tickets
• 80%+ user satisfaction ratings
• Zero missed critical escalations

Application tips

• •Tailor your professional summary to the words used in the advert.
• •Only attach the documents that are asked for, nothing extra.
• •Apply early — many employers shortlist before the closing date.