ICT Service Desk Analyst Job Opportunity – Stellenbosch

MEH Technologies is currently seeking a skilled and experienced ICT Service Desk Analyst to join its growing team based in Stellenbosch, Western Cape. This is an office-based position offering a market-related salary, ideal for ICT professionals who thrive in fast-paced support environments and are passionate about delivering excellent technical and customer service.

The successful candidate will report directly to the ICT Service Desk Manager and will play a key role in supporting Mediclinic employees and doctors with critical ICT systems and services.

Position Overview

Job Title: ICT Service Desk Analyst
Company: MEH Technologies
Location: Stellenbosch, Western Cape
Employment Type: Full-time
Work Arrangement: Office-based
Salary: Market Related
Reports To: ICT Service Desk Manager

This role is suited to an individual with strong technical knowledge, proven service desk experience, and the ability to resolve incidents efficiently while maintaining high customer satisfaction levels.

Key Responsibilities

The ICT Service Desk Analyst will be responsible for providing first-line technical support and ensuring the smooth operation of ICT services. Key duties include:

🔧 Technical Support (50%)

Provide first-line ICT support to Mediclinic staff and doctors
Resolve incidents and service requests via phone and remote support tools
Diagnose and troubleshoot hardware, software, and system issues

Incident Management (15%)

Monitor, manage, and escalate incidents using ITSM tools
Ensure critical issues are escalated within required timeframes
Follow ITIL-aligned incident management processes

Continuous Improvement (15%)

Participate in service desk optimisation and improvement initiatives
Identify recurring issues and contribute to long-term solutions

Documentation (5%)

Create, update, and maintain technical documentation, SOPs, and support guides

Stakeholder Relations (5%)

Maintain professional relationships with internal stakeholders
Deliver consistent, high-quality customer service

Ticket Management (10%)

Accurately log, update, and track assigned support tickets
Ensure all tickets are resolved within SLA targets

Key Performance Indicators (KPIs)

The role includes clear performance targets to ensure service excellence:

SLA adherence: 90% or higher
First call resolution rate: Minimum 70%
Critical issue escalation: Within 15 minutes
User satisfaction score: 80% or higher
Customer complaints: Fewer than 5 per quarter

Meeting these targets is essential to maintaining service desk efficiency and customer trust.

Minimum Requirements & Qualifications

To be considered for this position, applicants must meet the following criteria:

3–4 years’ experience in a Service Desk or ICT Support role
Compulsory certifications:
- A+
- N+
- ITIL Foundation
Strong understanding of ITIL standards and incident management processes

Required Skills & Competencies

Technical knowledge of Office 365, Azure, and ITSM tools
Strong troubleshooting and analytical abilities
Excellent communication and interpersonal skills
Customer-focused mindset with attention to service quality
Ability to work under pressure and manage multiple priorities
Strong organisational and time-management skills

How to Apply

Interested candidates who meet the above requirements are encouraged to apply by submitting their CV via email.

Email your CV to:
lerato@mehtechnologies.com

Please note: This is a strictly office-based position in Stellenbosch.

Final Note

This is an excellent opportunity for an experienced ICT Service Desk professional looking to advance their career within a structured and performance-driven environment. If you have the technical expertise, certifications, and customer service focus required, apply today and take the next step in your ICT career.