Service Desk Analyst L1

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.

Key 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.

Required Skills

• Microsoft Office Suite & Outlook
• Networking Fundamentals (IP, DNS, Wi-Fi)
• Active Directory
• Office 365 / Exchange
• Remote Support Tools (AnyDesk, TeamViewer)
• ServiceNow, Jira, or Remedy Ticketing Tools

Qualifications

• Diploma or Degree in Information Technology or related field
• Relevant IT certifications will be an advantage

Preferred Experience

• Experience in Service Desk / Technical Support / Help Desk roles
• Strong troubleshooting and customer service skills
• Ability to work in a fast-paced support environment

Soft Skills

• Customer-focused mindset
• Problem-solving abilities
• Ability to multitask and work under pressure
• Team player with strong interpersonal skills