ICT Help Desk Support (L1& L2)

Job Description

About the Role

As an ICT Help Desk Support (L1 & L2) in C4i Solutions, you will provide frontline and escalated technical assistance to end users across the organisation. You are responsible for diagnosing, resolving, and escalating IT incidents and service requests, ensuring minimal disruption to business operations and delivering high-quality customer support.

• Provide first-line (L1) support for IT incidents and service requests via phone, email, and ticketing systems. Some out of hours and shift work required.
• Troubleshoot and resolve common hardware, software, and network issues.
• Escalate complex technical issues to L2 or specialist teams when required.
• Perform user account management, including password resets and access provisioning.
• Install, configure, and support desktop hardware, software, and peripherals.
• Assist with onboarding and offboarding of users (setup, access, equipment).
• Log, track, and update incidents in ITSM tools (e.g. ServiceNow, Jira).
• Conduct remote troubleshooting using standard support tools.
• Support basic network connectivity issues (Wi-Fi, VPN, LAN access).
• Maintain knowledge base articles and support documentation.
• Ensure adherence to SLAs and service desk procedures.
• Provide L2 support for more complex issues such as application errors, system configurations, and deeper diagnostics.

About you

• Min Certificate 3 or above in Information Technology or an IT/related field (or equivalent experience).
• Experience in ICT service desk or technical support environment.
• Familiarity with ITSM tools (e.g. ServiceNow, Jira Service Management, Zendesk).
• Strong understanding of Windows/Mac operating systems.
• Basic knowledge of networking concepts (DNS, DHCP, VPN, TCP/IP).
• Experience supporting Microsoft 365 and common business applications.
• Communicates clearly and confidently, both written and verbal.
• Is highly organised with strong attention to detail.
• Builds positive relationships and manages stakeholders effectively.
• Works well independently and takes initiative.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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