Position Summary:
The IT 1st Line Service Desk Analyst is the first point of contact for ISG colleagues who need IT support.
The analyst logs, triages and resolves most incidents and service requests, keeps users informed throughout the process and hands over complex issues to 2nd Line support with clear notes. Accurate ticket data, clear communication and concise "how-to" guides drive fast resolution and high customer satisfaction.
Key Responsibilities:
Provide 1st line technical support to internal users via phone, email, remote tools, or in person.
Troubleshoot and resolve escalated incidents relating to hardware, software, printers, mobile devices, and basic network issues.
Escalate unresolved issues to 2nd line support as necessary.
Maintain documentation of support issues and solutions in the IT knowledgebase
Assist in onboarding/offboarding processes (user setup, permissions, device allocation).
Ensure compliance with company IT policies and procedures.
Requirements:
Proven experience in a user facing IT support role (1–2 years minimum)
Strong understanding of Windows OS, Office 365, Active Directory, and basic networking.
Experience with ticketing systems like Deskpro or similar
Good communication and problem-solving skills, able to explain technical solutions in plain language to all levels of the corporate staff structure.
High attention to detail and ability to follow procedures.
CompTIA A+/Network+ or similar certifications a plus.
Desirable Skills and Experience
Exposure to basic networking concepts
Willingness to learn
Working knowledge of Active Directory
Full training and support will be offered to the successful candidate and would suit a person who has experience in a customer-facing IT support or service-desk role, looking to further develop their skills in 1st line support.