IT Service Desk Analyst (L1) – Fast-Paced Tech Support

HCLTech; Johannesburg; On-site; ZAR 180,000 - 270,000; Full time

Job summary

HCLTech is looking for a Service Desk Analyst L1 to join our IT Support team. As the first point of contact for end users, you will provide technical assistance, resolve basic IT issues, manage service requests, and ensure excellent customer experience while adhering to SLA requirements.

This role requires strong troubleshooting and knowledge of Office 365, Active Directory, and remote support tools, with a focus on rapid incident resolution and accurate ticketing.

Qualifications

• Diploma or Degree in Information Technology or related field.
• Relevant IT certifications are advantageous.

Responsibilities

• Provide first-level IT support via phone, email, and chat.
• Troubleshoot hardware, software, Outlook, Office 365, and login-related issues.
• Log, categorize, prioritize, and track incidents and service requests.
• Resolve common issues including password resets, email access, and connectivity problems.
• Escalate complex issues to L2 support teams with detailed documentation.
• Maintain accurate ticket updates and knowledge base articles.
• Ensure compliance with ITIL processes and SLA commitments.
• Deliver excellent customer service and maintain high CSAT scores.

Skills

Customer focus

Troubleshooting

Multitasking under pressure

Team player

Education

Diploma or Degree in Information Technology or related field

Tools

Microsoft Office Suite & Outlook

Office 365 / Exchange

Active Directory

Remote Support Tools (AnyDesk, TeamViewer)

ServiceNow

Jira

Remedy

Job description

HCLTech is looking for a Service Desk Analyst L1 to join our IT Support team. As the first point of contact for end users, you will provide technical assistance, resolve basic IT issues, manage service requests, and ensure excellent customer experience while adhering to SLA requirements.

This role requires strong troubleshooting and knowledge of Office 365, Active Directory, and remote support tools, with a focus on rapid incident resolution and accurate ticketing.