Overview
Dutch Speaking Service Desk Analyst Jobs in Cape Town at Job Crystal
ocation:
Cape Town, South Africa
Job Type:
Full-Time
Working Hours:
24/7 Rotational Shifts – 3 days per week in office
About the Business
The business is committed to delivering outstanding IT support services tailored for specialist UK firms. Our approach combines technical expertise with a personal touch, ensuring clients receive the same high-quality service they strive to offer their own customers.
We take pride in our ability to solve problems, understand how technology enhances business performance, and build long-term, supportive relationships.
Purpose of the Role
As a 1st Line Service Desk Analyst, you will serve as the initial point of contact for IT support, assisting end users with technical issues efficiently and professionally. You’ll operate within a dynamic, service-focused environment, delivering exceptional support and helping maintain smooth IT operations.
Key Responsibilities
Act as the first point of contact for IT support via phone, email, and chat.
Log, diagnose, and resolve incidents or escalate to 2nd line support as needed.
Provide excellent customer service and resolve issues within agreed SLAs.
Document issues and actions taken accurately in the ticketing system (e.g., ServiceNow).
Monitor and respond to system alerts to improve service stability.
Follow ITIL-based processes and procedures specific to the business and clients.
Contribute to the development of support documentation and internal procedures.
Support tasks such as queue management, shift handovers, and escalations.
Provide cover for colleagues when needed.
Skills and Experience Essential:
Certification or experience in a computer-related field.
Strong communication skills, both written and verbal, in Dutch and English.
Proven ability to deliver excellent customer service.
Ability to troubleshoot technical issues effectively.
Able to manage multiple tasks under pressure.
Team player with a proactive, can-do attitude.
Solid keyboard and documentation skills.
Desirable (Technical):
Familiarity with Office 365, Azure, Exchange, and SharePoint.
Experience with Intune, Multi-Factor Authentication (MFA), and RSA tokens.
Knowledge of Virtual Desktop Infrastructure (e.g., VMware).
Active Directory experience (user/group management).
Prior use of IT ticketing systems such as ServiceNow.
Key Performance Indicators (KPIs):
Achieving high customer satisfaction scores.
Resolution of incidents within SLA targets.
Quality and accuracy of documentation.
Efficient management of daily incident volumes.
Ongoing development of technical knowledge.
What the Business is Looking For:
A positive, enthusiastic, and supportive team member.
Someone who takes ownership of tasks and follows through to resolution.
A confident communicator who can build rapport and show empathy.
A team player who contributes to a strong service desk culture.
Why Join the Business?
Work with a knowledgeable and supportive IT team.
Exposure to modern technologies and enterprise environments.
Opportunities for learning, growth, and career development.
Be part of a business that truly values client relationships and quality service.
Job Type: Full-time
Work Location: In person
Title: Dutch Speaking Service Desk Analyst
Company: Job Crystal
Location: Cape Town
