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 r...