Service desk engineer l1

Service Desk Engineer L1 – Cape Town, South Africa

We are building an internal IT Service Desk capability based in South Africa to support a growing global business. This function will play a critical role in delivering high‑quality, responsive IT support to colleagues across the organisation. The Level 1 Service Desk Analyst will act as the first point of contact for IT support, with a strong focus on resolving issues at first interaction wherever possible.

Responsibilities Act as the first point of contact for IT support queries, focusing on resolving incidents and service requests at first contact where possible. Log, categorize, prioritize, and manage incidents and requests in line with service management processes, ensuring accurate and complete documentation. Provide clear, professional, and empathetic communication to end users, keeping them updated throughout the lifecycle of their request. Troubleshoot and resolve common IT issues across user access, endpoint devices,...