First Line IT Helpdesk Analyst

About the role

The First Line IT Helpdesk Analyst is the initial point of contact for users needing technical assistance. You will provide friendly, efficient support, ensuring that everyday IT issues are resolved quickly so staff can stay productive.

Key responsibilities

• Receive, log and prioritise incoming IT incidents via phone, email or ticketing system.
• Troubleshoot and resolve common problems such as password resets, hardware failures and software errors.
• Escalate more complex issues to second‑line support while maintaining clear communication with the user.
• Document solutions and contribute to knowledge‑base articles.
• Maintain a high level of customer service in every interaction.

Required profile

• Strong communication skills and a customer‑focused attitude.
• Ability to work under pressure and manage multiple requests.
• Basic understanding of Windows operating systems and common office applications.
• Team player who can collaborate with other IT staff.

Required skills

• Experience with password management and account unlock procedures.
• Familiarity with troubleshooting hardware (PCs, printers, peripherals).
• Knowledge of basic software installation and configuration.