Managed ICT Services · Centurion
Service Desk Analyst L2
Provide advanced technical support across Liyatech's Managed ICT Services environment. As an escalation point for complex incidents, you'll help keep client systems running, resolve technical
issues efficiently, and deliver a high standard of service.
Why join us?
Join our Managed ICT Services team and help deliver exceptional technical support to our clients. Work in a collaborative environment where you'll solve complex IT challenges, contribute to continuous improvement, and grow your career while making a meaningful impact.
Responsibilities
- Incident Resolution: Take ownership of escalated L1 tickets, troubleshooting complex hardware, software, and network issues to restore services efficiently.
- Client Support: Provide clear, professional technical support and guidance while ensuring a positive client experience.
- Problem Management: Investigate recurring issues, identify root causes, and recommend practical solutions to prevent repeat incidents.
- System Administration: Support Microsoft 365, Intune, Azure AD, and endpoint environments to maintain reliable day-to-day operations.
- Reporting & Documentation: Maintain accurate tickets, technical documentation, knowledge articles, and SLA records.
- Team Collaboration: Work closely with L1 analysts, engineers, and clients to resolve issues and maintain service continuity.
- Security & Compliance: Follow Liyatech's security, governance, and operational standards across all support activities.
Desired Competencies & Skills
Desired Competencies
- Client-focused
- Clear communicator
- Team player
- Organised & dependable
- Attention to detail
- Works well under pressure
Skills
- Advanced troubleshooting
- Critical thinking
- Technical diagnosis
- Incident prioritisation
- Documentation and reporting
- Problem-solving
Qualifications & Experience
- 3–5 years' experience in ICT support or service desk roles.
- Diploma or BSc Degree in ICT — essential.
- Experience supporting Microsoft 365, Intune, Windows 10/11, and Azure AD.
- Experience using IT service management/ticketing systems such as Zoho Desk.
- IT certifications such as CompTIA A+, MS-900, MD-102, or ITIL Foundation are advantageous.
- Valid driver's licence and ability to drive — required, as the role may involve travel to client sites using a company vehicle.
Technical Knowledge
- Microsoft 365
- Windows Server
- Active Directory / Microsoft Entra ID
- Microsoft Intune
- Azure
- ITSM/Ticketing platform: Zoho Service Desk
- Remote support tools
Join our Managed ICT Services team and help deliver exceptional technical support to our clients. Work in a collaborative environment where you'll solve complex IT challenges, contribute to continuous improvement, and grow your career while making a meaningful impact.
Ready to apply?
Send us your CV/Cover Letter and share what inspires you to be part of the Service Desk Analyst role — we'd love to hear from you.