Service Desk Analyst (L1) - ref. v56531203
The Legends Agency Johannesburg
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.
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
- 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.
The Legends AgencyJohannesburg
Service Desk Analyst (L2)
Support Escalations and Troubleshooting for a Dynamic Global IT Environment
IT Support | Johannesburg, South Africa | Full-Time | MonFri, 08:3018:00 BST
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