First Line Support Analyst

We are looking for a quick learner and keen Service Desk Analyst to join the IT team. This is a junior position suitable for individuals with an interest in IT, who enjoy supporting people and providing excellent customer service. A graduate or a year’s experience in IT support would be preferred, but is not essential.

Main Duties

• Act as the initial contact for all IT‑related queries via phone, email, chat, walk‑ups or ticketing system.
• Log, categorise, and prioritise incidents and service requests in the IT Service Management tool (ITSM).
• Provide first line diagnosis and resolution for common hardware, software and network issues.
• Escalate unresolved incidents or service requests to 2/3rd line for guidance or senior support where necessary.
• Adhere to SLAs, keeping users updated at all times.
• Leverage internal knowledge base to help users resolve their queries, work to identify new knowledge base article requiremen...