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.