Service Desk Analyst (L1) Join a growing managed IT services team supporting international clients across modern cloud and infrastructure environments. Johannesburg (Stoneridge Office) | Hybrid flexibility after probation | R25,000 R32,000 per month | UK working hours (08:30 18:00 GMT/BST) About Our Client Our client is an established IT services provider delivering technical support and managed solutions to a broad client base. They are focused on providing reliable, customer-focused support across desktop, server, network, and cloud environments while maintaining high service standards. This opportunity offers exposure to a fast-paced support environment where you will work with a variety of technologies, collaborate with experienced technical teams, and continue developing your technical troubleshooting skills within a supportive team structure. The Role: Service Desk Analyst (L1) The Service Desk Analyst (L1) will provide first-line technical support to end-users across a range of IT environments. This role is focused on delivering professional customer service, resolving common technical issues efficiently, and ensuring support requests are managed effectively through to resolution or escalation. You will play an important role in supporting day-to-day IT operations while gaining hands-on experience across Microsoft environments, cloud platforms, networking, and end-user support. Key Responsibilities Provide first-line technical support to clients via phone, email, and remote support tools Troubleshoot and resolve issues across desktop, server, network, and cloud environments Log, manage, and own support requests through to resolution or escalation Communicate with clients in a professional, clear, and customer-focused manner Set up and configure desktops, laptops, and printers Assist with procurement queries, software licensing, and general IT advice Maintain accurate support documentation and knowledgebase articles Escalate more complex technical issues to the L2 support team where required About You 12 years of experience in an IT support or Service Desk environment Solid understanding of Windows 10/11 and macOS Good working knowledge of Microsoft 365 and Google Workspace Understanding of TCP/IP, DNS, DHCP, and Active Directory Strong troubleshooting and problem-solving skills Excellent customer service skills and professional telephone manner Ability to prioritise tasks and manage workload effectively Positive, proactive, and team-oriented attitude Ability to work flexibly and adapt to changing priorities MSP experience advantageous but not essential