IT Service Desk Analyst – First Line Support

About the role

The IT Service Desk Analyst provides first‑line support to users across the organisation, handling technical queries via phone, chat and email. You will ensure smooth day‑to‑day IT operations, create and manage tickets, and collaborate with higher‑level teams to resolve issues efficiently.

Key responsibilities

• Serve as the first point of contact for users via phone, chat and email.
• Create and document support tickets, ensuring all relevant details are captured.
• Escalate tickets to second and third‑level support when advanced expertise is required.
• Follow up on open tickets, keep users informed and ensure timely resolution.
• Log, update and manage incidents, service requests and events in the ticketing system while meeting SLAs.
• Analyze issues to identify patterns, root causes and contribute to long‑term improvements.
• Provide user guidance and training to minimise recurring problems.
• Gather feedback to improve service quality and produce reports on ticket trends.

Required profile

• At least 1 year of experience in a similar first‑line IT support role.
• Experience with ticketing systems or willingness to learn.
• Professional proficiency in English (written and spoken).
• Strong customer‑service orientation with patience and empathy.
• Ability to work on an on‑call rotation and prioritize tasks under pressure.
• Meticulous documentation skills and teamwork attitude.

Required skills

• Ticketing systems
• ITIL framework

What we offer

• Competitive compensation
• Comprehensive benefits
• Dynamic work environment that encourages growth and personal development