1st Line Support

We’re hiring a Service Desk Analyst to be the first point of contact for IT support, resolving incidents and service requests efficiently while maintaining a high standard of customer service., * Log, categorise, prioritise and manage incidents via ITSM platform

• First-line troubleshooting for hardware, software, network and application issues
• Manage user account admin - password resets, access requests, onboarding
• Deliver customer support across phone, email, chat and self-service
• Maintain knowledge articles and contribute to continuous improvement
• Meet SLAs/KPIs, participate in shift rotations and major incident support

• 1-3 years in a Service Desk/Help Desk/IT Support role
• Experience with ITSM tools (ServiceNow, Jira Service Management, Freshservice or similar)
• Windows 10/11 and M365 support experience
• Exposure to Active Directory, Entra ID, Exchange Online, endpoint management
• ITIL Foundation or relevant technical certs a plus, * Active Directory (Line)
• Communication Skills (Key)
• Customer Service
• Help Desk Roles
• Microsoft Office (Entry)
• Microsoft Windows OS (Win)
• Networking Skills (Wan)
• Problem Solving (Process)
• Technical Support (IT)
• User Experience & Management