Service Desk Analyst (L1)

The Legends Agency; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A growing technology services provider in Johannesburg is seeking a Service Desk Analyst (L1) to deliver first-line IT support in a dynamic customer-focused environment. Ideal candidates should have 1-2 years of IT support experience and strong troubleshooting skills. You will provide support to clients through phone and email while maintaining clear communication and excellent service. This role is perfect for junior IT professionals eager to grow their careers.

Qualifications

• 1-2 years of experience in an IT support role.
• Strong knowledge of Windows 10/11 and macOS.
• Proficient in Microsoft 365 and Google Workspace.
• Understanding of TCP/IP, DNS, DHCP, and Active Directory.

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.
• Create and maintain technical documentation and internal knowledgebase articles.

Skills

IT support experience

Problem-solving skills

Customer service orientation

Knowledge of Windows 10/11

Knowledge of macOS

TCP/IP knowledge

Tools

Microsoft 365

Google Workspace

Job description

Overview

Service Desk Analyst (L1) – 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

About You

• 1-2 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.