About the Role
As a Service Desk Analyst, you will be the first point of contact for IT support requests, assisting users with technical issues, troubleshooting, and service requests. You will play a key role in maintaining system performance, improving user experience, and supporting the overall IT strategy.
Key Responsibilities
- Provide timely first-line support to internal users via phone, email, and ticketing system.
- Troubleshoot and resolve hardware, software, and network issues.
- Escalate complex incidents to appropriate IT teams while maintaining communication with users.
- Maintain and update IT documentation, knowledge base, and asset records.
- Assist with onboarding and offboarding of users, including account setup and access management.
- Monitor system performance and report recurring issues to IT management.
- Support IT projects and initiatives as required.
- Proven experience in a Service Desk or IT support role.
- Strong knowledge of Windows and/or Mac operating systems, Microsoft 365, and common business applications.
- Basic understanding of networking, Active Directory, and IT security principles.
- Excellent problem-solving, communication, and customer service skills.
- Ability to prioritise tasks and manage multiple requests in an environment that is constantly changing
Why Join Us?
- Work in a collaborative, supportive, and dynamic IT team.
- Gain exposure to a wide range of technologies and systems.
- Opportunities for professional development and training.
- Competitive hourly rate is available
