Service Desk Analyst

In brief

**Overview** Core Group is a leading distributor of technology brands, including Apple, DJI, and Nintendo, across Sub-Saharan Africa. Their business encompasses supply chain, marketing, channel management, enterprise sales, and retail support. This role is for a Service Desk Analyst who will provide first-line technical support across the Core Group ecosystem, assisting users with hardware, software, and ERP queries, managing support tickets, and ensuring a professional support experience. The analyst will also contribute to creating practical guides and knowledge articles from recurring queries and support the development of future AI support tools. **What you will do** * Monitor, prioritise, manage and route support tickets in Freshservice. * Troubleshoot and resolve first-line hardware, software and ERP queries. * Support Apple devices and systems across multiple territories. * Escalate complex issues with clear diagnostic information and details of troubleshooting already completed. * Identify recurring issues and develop standard operating procedures, help guides and FAQs. * Maintain accurate IT asset records and assist with quarterly asset audits. * Keep users informed throughout the support process and provide professional, customer-focused service. **Requirements (from the original advert)** * Matric. * One to two years’ experience in a Service Desk or Helpdesk environment. * Experience using Freshservice or a similar IT service management tool. * Good troubleshooting knowledge of macOS, iOS and Windows. * Basic knowledge of ERP systems and retail operations. * A strong interest in Apple products and technology. * Strong analytical skills and clear written and verbal communication. * The ability to manage competing priorities in a fast-paced environment and support users across multiple time zones. * **Advantageous qualifications:** * A National Diploma in IT or a related field. * ITIL Foundation certification, completed or in progress. * Apple Certified Support Professional certification. **Who should apply** This role is suited for a natural problem solver who enjoys technology and helping people. The ideal candidate will possess strong analytical skills and clear written and verbal communication, with a strong interest in Apple products and technology. They should be able to manage competing priorities in a fast-paced environment and provide professional, customer-focused service to users across multiple time zones. **Deadline** Not specified **Reference** Original posting: https://www.myjobmag.co.za/job/service-desk-analyst-core-group Source: myjobmag

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• At least 1 year of experience.

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