Service Desk Analyst

Build your IT career with an award-winning UK technology company

Joskos Solutions is a multi-award-winning UK technology company supporting thousands of customers across the education sector.

We help schools and education organisations get the best from their technology, providing reliable IT support, cyber security and cloud-based services. Our reputation has been built on knowledgeable people, excellent customer service and a genuine understanding of how schools work.

We’re looking for a capable and customer-focused IT Service Desk Analyst to join our South African team. You’ll provide remote technical support to staff in UK schools, helping them resolve everyday IT issues quickly and confidently.

This is an excellent opportunity for someone who enjoys solving problems, communicating with customers and developing their technical skills within a supportive and growing company.

What you’ll be doing:

• Providing friendly and professional remote IT support to school staff
• Responding to support requests by telephone, email and our service desk platform
• Diagnosing and resolving common hardware, software, account and connectivity issues
• Supporting Microsoft 365, Windows devices and user accounts
• Carrying out Active Directory tasks, including password resets and account administration
• Investigating basic networking issues involving TCP/IP, DNS, DHCP and Wi-Fi
• Monitoring incoming tickets and responding within agreed service levels
• Recording clear and accurate notes for every request
• Prioritizing tickets according to their urgency and impact
• Escalating more complex issues to the appropriate technical team
• Keeping customers informed while their issue is being investigated
• Following up to confirm that problems have been fully resolved
• Building strong working relationships with colleagues, customers and third-party suppliers
• Contributing to our internal knowledge base and sharing useful solutions with the wider team

What we’re looking for:

You don’t need to know everything on day one. What matters most is that you have a sound technical foundation, communicate clearly and genuinely care about helping people.

You should have:

• Previous experience in a 1st line IT support, service desk or helpdesk role
• Good knowledge of Windows 10 and Windows 11
• Experience supporting Microsoft 365 applications and user accounts
• A working knowledge of Active Directory
• An understanding of TCP/IP, DNS and DHCP
• Basic hardware and peripheral troubleshooting skills
• Experience using an IT ticketing or service management system
• Strong written and spoken English
• The ability to explain technical information clearly to non-technical users
• Good organisation and time-management skills
• A calm, methodical approach to diagnosing problems
• A professional and dependable attitude

It would be useful if you also have:

• Experience supporting schools or other education organisations
• Knowledge of Windows Server
• Familiarity with VMware or virtual environments
• Awareness of ITIL principles
• Experience with remote monitoring and management tools
• A relevant Microsoft, CompTIA or IT support qualification

Why join Joskos?

• A competitive monthly salary of R18,000 to R22,000 dependent on experience.
• The opportunity to work for an established, award-winning UK technology company
• Exposure to a broad range of technologies and customer environments
• Support with your professional development and technical qualifications
• A collaborative team where you can learn from experienced IT professionals
• Clear opportunities to develop your skills and progress beyond 1st line support
• Work that makes a real difference to teachers, school staff and pupils

If you’re technically curious, enjoy helping people and want to develop your career in IT support, we’d like to hear from you.

Apply now with your CV and a short note explaining why you’d be a good fit for the role.