IT Support Analyst

About the role

The IT Support Analyst (Level 1) serves as the first point of contact for technical support, delivering timely resolution of IT incidents and service requests. This role is responsible for troubleshooting end-user devices, supporting SaaS applications, managing system access, and ensuring a seamless user experience. Success in this role requires strong problem-solving skills, a customer-focused approach, and a commitment to achieving high first-contact resolution rates and service excellence.

Responsibilities

• Provide first-line support for hardware, software, network, and user-related issues
• Troubleshoot and resolve incidents involving desktops, laptops, mobile devices, printers, and peripherals
• Log, prioritise, and manage service requests through ITSM platforms
• Resolve incidents within SLA targets and escalate complex issues as required
• Administer user accounts, password resets, and multi-factor authentication (MFA)
• Support SaaS applications, business systems, and end-user access requirements
• Perform remote troubleshooting, device configuration, and user onboarding support
• Maintain accurate documentation, knowledge articles, and support records

Key Performance Indicators (KPIs)

• First Contact Resolution (FCR)
• Average response and resolution time
• Ticket closure rate
• Customer satisfaction (CSAT)
• Documentation quality

Qualifications

• Diploma or Degree in IT or related field
• 5 years IT support experience
• Certifications (preferred): CompTIA A+, N+, S+, ITIL Foundation, Microsoft Fundamentals

Technical Skills

• Windows and macOS support
• Microsoft 365 administration
• Active Directory fundamentals
• Networking basics (DNS, DHCP, TCP/IP)
• ITSM tool experience

Soft Skills

• Strong problem-solving skills
• Excellent communication
• Customer-focused mindset
• Ability to multitask effectively