Service Desk Analyst (L1) – First‑Line IT Support

About the role

The Service Desk Analyst (L1) provides first‑line technical support to end‑users across desktop, server, network and cloud environments. You will deliver professional customer service, resolve common issues efficiently, and ensure support requests are managed through to resolution or escalation.

Key responsibilities

• Provide first‑line technical support via phone, email and remote tools.
• Troubleshoot and resolve issues across desktop, server, network and cloud platforms.
• Log, manage and own support tickets through to resolution or escalation.
• Communicate with clients in a clear, professional, customer‑focused manner.
• Set up and configure desktops, laptops and printers.
• Assist with procurement queries, software licensing and general IT advice.
• Maintain accurate support documentation and knowledge‑base articles.
• Escalate complex technical issues to the L2 support team when required.

Required profile

• 1–2 years experience in an IT support or Service Desk environment.
• Solid understanding of Windows 10/11 and macOS.
• Good working knowledge of Microsoft 365 and Google Workspace.
• Understanding of TCP/IP, DNS, DHCP and Active Directory.
• Strong troubleshooting and problem‑solving abilities.
• Excellent customer service skills and professional telephone manner.
• Ability to prioritize tasks and manage workload effectively.
• Positive, proactive, team‑oriented attitude and flexibility to adapt to changing priorities.
• MSP experience advantageous but not essential.

Required skills

• Windows 10/11
• macOS
• Microsoft 365
• Google Workspace
• TCP/IP
• DNS
• DHCP
• Active Directory

What we offer

• Hybrid work model after probation.
• UK working hours (08:30 – 18:00 GMT/BST).
• Salary range R25,000 – R32,000 per month.
• Exposure to a fast‑paced support environment with modern cloud and infrastructure technologies.
• Collaborative team structure and opportunities for technical skill development.