Helpdesk Analyst

You’ll be the first point of contact for technical issues, ensuring our users receive efficient, friendly, and effective support to keep our operations running smoothly., User Support

• Provide first-line support via phone, email, and ticketing systems.
• Deliver clear communication, regular updates, and a great user experience.

Application Support

• Troubleshoot login issues, performance failures, and configuration queries.
• Support core business applications, including SaaS and on-prem systems.

Network Support

• Diagnose Wi-Fi, VPN, and LAN connectivity issues.
• Determine local vs. broader network faults and escalate when needed.

Incident Management & Troubleshooting

• Log, categorise, prioritise, and track all incidents and service requests.
• Follow structured troubleshooting steps using scripts and knowledge bases.

Monitoring & Administration

• Monitor system alerts, dashboards, and network tools to spot early issues.
• Handle user account creation, password resets, permission changes, and access requests.

Documentation & Knowledge Sharing

• Maintain internal knowledge bases, FAQs, and troubleshooting guides.
• Escalate to 2nd/3rd line teams with clear and accurate technical notes.

Are you a proactive, customer-focused IT support professional looking to build your career in a fast-paced environment? We’re looking for a 1st Line Support Analyst with strengths across business applications and network connectivity to join my client’s growing team., * Knowledge of Windows OS and core networking (TCP/IP, DNS, DHCP).

• Understanding of VPN principles, Wi-Fi troubleshooting, and connectivity basics.
• Experience supporting enterprise applications, authentication, and access issues.
• Familiarity with ticketing tools such as ServiceNow, Jira, or Freshservice.
• Excellent communication skills-able to translate technical concepts for non-technical users.
• Strong analytical skills with a structured approach to problem solving.
• Customer-focused attitude, with patience and professionalism.
• Ability to remain calm and effective during outages or high-volume periods.

Desirable Experience

• Exposure to Active Directory or Azure AD.
• Basic understanding of ITIL processes.
• Experience with remote support tools.
• Awareness of cybersecurity fundamentals (MFA, phishing prevention, endpoint protection)., * Proactive, curious, and eager to learn
• Calm under pressure
• Detail-driven with strong documentation habits
• Collaborative, but able to work independently when required