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, Microsoft 365 applications, and core business systems. Promote and enforce security best practices, including Zero Trust principles and MFA compliance, while supporting user awareness and education on secure behaviours. Identify and manage escalations to Level 2/3 support, ensuring clear, well‑documented handovers with appropriate diagnostic detail. Contribute to and utilise knowledge base articles to support faster, more consistent resolution of issues across the team. Drive continuous improvement by identifying recurring issues and contributing ideas to enhance processes, documentation, and user experience. Education and Experience Required Proven experience in an IT support or service desk environment, with a strong focus on delivering a high‑quality customer experience. Working knowledge of Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive. Understanding of Active Directory / Entra ID for user account management and access control. Experience supporting Windows operating systems and end‑user devices within a corporate environment. Strong problem‑solving skills with the ability to take ownership of incidents through to resolution. Excellent verbal and written communication skills, with the ability to translate technical issues for non‑technical users. Strong organisational and prioritisation skills, with the ability to manage multiple requests in a fast‑paced environment. Broad technical understanding across end‑user computing, infrastructure, cloud platforms, and enterprise systems, with the ability to provide hands‑on support during early build phases where required. Desirable Exposure to business applications such as Salesforce, Upslide, Nitro PDF, or similar enterprise tools. Experience using IT Service Management (ITSM) tools such as ServiceNow, Freshservice, or Jira Service Management. Basic understanding of ITIL principles and service management best practices. #J-18808-Ljbffr