Help Desk Support – Level 1 IT Support

About the role

You will join a busy IT team as a Level 1 Help Desk Support professional, handling incoming hardware, software, and network tickets. The role focuses on delivering prompt, clear solutions to end‑users while maintaining a high standard of customer experience.

Key responsibilities

• Receive, log, and prioritize support tickets via phone, email, and ticketing system.
• Diagnose and resolve Level 1 hardware, software, and network issues.
• Guide users through step‑by‑step troubleshooting with patience and clarity.
• Escalate unresolved issues to Level 2/Level 3 with full documentation.
• Follow up with users to confirm resolution and satisfaction.
• Maintain and update the knowledge base with new solutions.
• Assist with onboarding new employees, including account setup and equipment provisioning.
• Track recurring issues and report patterns to the IT team lead.

Required profile

• Technical background in end‑user support, preferably with experience in a help‑desk environment.
• Strong understanding of Windows and/or macOS operating systems.
• Basic networking knowledge and familiarity with common productivity tools.
• Ability to work autonomously, take ownership of tickets, and communicate clearly.
• Calm under pressure with a service‑oriented mindset.

Required skills

• Windows operating system
• macOS operating system
• Basic networking concepts
• Productivity tools (e.g., Microsoft Office, Google Workspace)
• Ticketing systems: Jira, Zendesk, ServiceNow
• CompTIA A+ certification (highly regarded)

What we offer

• Supportive team environment with strong communication.
• Opportunities for career progression toward Level 2 and specialist roles.
• People‑first culture focused on helping users succeed.