IT Helpdesk Analyst - Level 1

Our client, a prominent financial services institution, is seeking a diligent and technically adept IT Helpdesk Analyst - Level 1 to join their team in Pretoria, Gauteng . This role is pivotal in providing first-level technical support to all employees, ensuring the smooth operation of IT systems and services across the organization. You will be the first point of contact for users experiencing hardware, software, or network issues, diagnosing and resolving problems promptly or escalating them to the appropriate IT teams.

This is an excellent opportunity for an individual starting their IT career to gain broad experience in a professional and structured environment located in Pretoria . We are committed to fostering talent and providing a solid foundation for future growth within the IT sector.

• Provide first-level technical support to end-users via phone, email, and in-person assistance.
• Install, configure, and troubleshoot desktop hardware, software, and peripherals.
• Respond to and resolve IT support tickets in a timely manner, adhering to SLAs.
• Assist users with password resets, account lockouts, and access permissions.
• Diagnose network connectivity issues and basic network troubleshooting.
• Create and manage user accounts and profiles in Active Directory.
• Document support incidents, resolutions, and user guides.
• Assist in the setup and configuration of new employee workstations.
• Escalate complex technical issues to Level 2 or Level 3 support teams.
• Maintain an inventory of IT equipment and software.

• Proven experience in an IT support or helpdesk role is highly desirable.
• Strong knowledge of Windows operating systems and common productivity software (e.g., Microsoft Office Suite).
• Familiarity with Active Directory, Group Policy, and basic network concepts (TCP/IP, DNS).
• Excellent communication and customer service skills, with the ability to explain technical issues clearly.
• Ability to work effectively both independently and as part of a team.
• Strong organizational skills and attention to detail.
• High school diploma or equivalent required; an IT-related certification (e.g., CompTIA A+, Network+) is a significant advantage.
• Experience with IT ticketing systems is a plus.
• Willingness to learn and adapt to new technologies.
• Based in or willing to commute to Pretoria, Gauteng .

• Competitive starting salary with opportunities for review based on performance.
• Comprehensive medical and retirement benefits.
• Structured training programs and professional development opportunities.
• Hybrid work model offering flexibility between office and remote work.
• A stable and supportive work environment in Pretoria .
• Access to internal IT training resources.
• Potential for career advancement within the IT department.
• Employee wellness programs.
• Pension fund contributions.