Service Desk Analyst – L1 (Onsite)

About the role

The Service Desk Analyst (L1) is the first point of contact for users needing technical assistance. You will diagnose hardware, software and network issues, support Windows and macOS environments, and ensure meeting‑room technology runs smoothly.

Key responsibilities

• Provide first‑line support via the Tech Bar, logging incidents in the ITSM system.
• Diagnose and resolve hardware and software problems on laptops, desktops and mobile devices.
• Support Windows and macOS operating systems, business applications and basic networking issues.
• Assist with setup, configuration and deployment of IT equipment.
• Escalate complex incidents to 2nd‑line support or specialised teams.
• Maintain meeting‑room AV and collaboration technology, supporting VIP meetings and corporate events.
• Educate users on IT best practices, security procedures and system usage.
• Create and update knowledge articles, technical documentation and support processes.
• Manage customer account lifecycle as part of the Joiner‑Mover‑Leaver process.

Required profile

• Proven experience in a customer‑facing IT support or Service Desk environment.
• Strong working knowledge of Windows and macOS operating systems.
• Experience with SQL and business‑application troubleshooting.
• Basic understanding of networking principles and connectivity issues.
• Excellent analytical, problem‑solving and communication skills.
• IT‑related certifications such as CompTIA A+, ITIL or equivalent are desirable.

Required skills

• Windows OS support
• macOS support
• SQL querying
• IT Service Management (ITSM) tools
• Fundamental networking knowledge
• AV/video‑conferencing equipment
• Automation technologies
• CompTIA A+ or ITIL certification