Service Desk Analyst (L1)

The Legends Agency; Soweto; On-site; USD 20,000 - 30,000; Full time

Job summary

A leading technology services provider in Johannesburg seeks a Service Desk Analyst (L1) to deliver high-quality IT support. This role involves first-line support for clients, troubleshooting various IT issues, and providing exceptional customer service. Ideal for a junior IT professional eager to expand their experience in a dynamic environment.

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.

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.

Skills

Support

Technical Support

Troubleshooting

1st Line

Service Desk

Help Desk Support

IT

MSP

TCP

DNS

DHCP

Education

Diploma

Job description

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.

Desired Skills:

• Support
• Technical Support
• Troubleshooting
• 1st Line
• Service Desk
• Help Desk Support
• IT
• MSP
• TCP
• DNS
• DHCP

Desired Work Experience:

• 1 to 2 years

Desired Qualification Level:

• Diploma