Service Desk Analyst (L1)

Service Desk Analyst (L1)
Deliver top-tier first-line IT support in a dynamic, customer-focused environment

IT Support | Johannesburg | Full-Time | 08:30 18:00 BST (Shift Rotation)

About Our Client
Our client is a growing technology services provider committed to delivering responsive, high-quality IT support to businesses across various sectors. With a collaborative culture and a dedication to continuous improvement, they take pride in fostering a supportive environment for both clients and team members. Their Johannesburg office is key to supporting clients worldwide, ensuring seamless and proactive service delivery.

The Role: Service Desk Analyst (L1)
As a Service Desk Analyst (L1), you'll be the first point of contact for end-users requiring technical support. Your role is to ensure fast and effective resolution of common IT issues, escalate complex matters to senior support tiers, and deliver a consistently excellent service experience. This is a customer-facing position ideal for someone eager to grow their IT support career in a fast-paced environment.

Key Responsibilities

• Provide first-line support to clients via phone, email, and remote access tools

• Troubleshoot and resolve issues across desktop, server, network, and cloud systems

• Log, manage, and follow through on support tickets to resolution or escalation

• Maintain professional, clear, and friendly communication with all end-users

• Assist with software licensing, procurement queries, and general IT guidance

• Create and maintain technical documentation and internal knowledgebase articles

• Set up and configure desktops, laptops, printers, and other hardware

About You

• 12 years of experience in an IT support role (MSP experience is a bonus)

• Strong knowledge of Windows 10/11 and macOS

• Proficient in Microsoft 365 and Google Workspace

• Understanding of TCP/IP, DNS, DHCP, and Active Directory

• Logical problem-solver with strong troubleshooting skills

• Customer-oriented with a clear and professional phone manner

• Able to manage and prioritise tasks independently

• Flexible, proactive, and a reliable team player

This is a great opportunity for a junior IT professional looking to deepen their support experience while working with a highly skilled team across global clients.