1st Line IT Support

SUMMARY:

Vacancy: 1st Line IT Support (Service Desk Analyst)

We are seeking a dedicated and tech-savvy 1st Line IT Support (Service Desk Analyst) to join our client’s growing IT team. This role provides an excellent opportunity to work in a high-performance environment where customer service and technical expertise come together to support users across the organisation.

POSITION INFO:

Role Overview

The primary purpose of this role is to serve as the first point of contact for all IT-related queries, offering remote and on-site support, resolving incidents efficiently, and escalating issues as necessary in line with service standards.

Key Responsibilities

• Manage incoming IT tickets via the service desk tool.
• Provide technical support for internal systems, hardware, software, and applications.
• Troubleshoot and resolve issues at first contact where possible.
• Escalate complex issues to 2nd line support when needed.
• Ensure adherence to Service Level Agreements (SLAs).
• Maintain accurate documentation of issues and solutions.
• Deliver exceptional customer service at all times.

Minimum Requirements

• A+ Certification (Required)
• Microsoft Certifications and/or Service Desk Support Certificate (Advantageous)
• 1–2 years’ experience in a Helpdesk or IT Support role
• Experience with ITSM tools and service desk ticketing systems
• Office 365 support experience (user and group management)
• Knowledge of Windows 10/11 and Microsoft Office (2016–O365)
• Basic understanding of networking and PC hardware setup
• Strong problem-solving and communication skills

Preferred Skills

• ITIL Foundation certification
• Understanding of Active Directory
• Familiarity with basic networking concepts

How to apply:

How to apply:

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