1st / 2nd Line Support Analyst - IT Talent Solutions Ltd : Job Details

1st Line Support Analyst

Are you passionate about IT and providing excellent customer service? Start your career in IT Support with us!

We are looking for a dedicated and enthusiastic First Line Support Analyst to join our dynamic IT support team. If you’re eager to build your career in IT and have a knack for solving problems with excellent communication skills, we’d love to hear from you!

What you’ll do:

• Act as the first point of contact for all IT-related queries via phone, email, or ticketing system.

• Troubleshoot and resolve basic technical issues, escalating more complex problems to second-line support when necessary.

• Log and track all incidents and service requests to ensure prompt resolution.

• Provide friendly and professional support to users, ensuring high levels of customer satisfaction.

• Assist with setting up and maintaining IT equipment such as laptops, printers, and peripherals.

• Document solutions and update the knowledge base to support team learning.

What we’re looking for:

• Strong communication and interpersonal skills with a customer-focused approach.

• Basic knowledge of IT systems, including Windows OS, Microsoft Office, and networking fundamentals.

• A passion for technology and a willingness to learn and grow in the field of IT support.

• Problem-solving skills with an ability to work under pressure and meet deadlines.

• Prior experience in a customer service role is beneficial but not essential.