Job Specifications
We’re looking for a Tier 1 Service Analyst to join our Service Desk Team.
The Tier 1 Service Analyst is the first point of contact for customers seeking IT support within an MSP environment. The role involves logging, diagnosing, and resolving a range of IT issues, as well as escalating more complex cases to Tier 2 or 3.
In this role, you will deliver exceptional customer service, troubleshoot effectively, and maintain efficient communication to ensure clients experience minimal downtime. Career Path &
Progression: This role is an entry-level position that offers clear opportunities for career progression within the MSP. As experience and technical skills develop, engineers can move into Tier 2 and Tier 3 roles, specialising in areas such as network administration, cloud services, or cybersecurity.
Reporting to the Service Desk Manager, key responsibilities of the role are as follows:
Customer Support & Issue Resolution Provide first-line technical support via phone, email, or through a ticketing system
Troubleshoot and resolve hardware, software, and network-related issues
Follow the defined processes for incident and problem management, including proper documentation
Escalate unresolved issues to higher-tier engineers in accordance with SLA timeframes
Ticket Management
Accurately log all issues, requests, and tasks using the service desk ticketing system
Track, prioritise, and manage tickets to ensure prompt resolution within SLA guidelines
Effectively keep clients informed of ticket progress and resolution status Incident & Request Management
Triage all incidents, and perform an initial diagnosis.
Where incident is simple, progress the incident through to resolution or until escalation time is reached
Take ownership of Service Requests ensuring that they are actioned or escalated within SLA
Hardware & Software Support Assist with the installation, configuration, and maintenance of end-user hardware and software
Support users with email, Office 365, Active Directory, VPN, and other applications
Provide basic network troubleshooting (e.g. Wi-Fi, connectivity issues, printer configuration).
User Account Management; create, modify, and disable user accounts in Active Directory, Office 365, and other systems
Reset passwords and troubleshoot login/ authentication issues
Monitoring & Incident Reporting
Monitor client systems and alert management teams of potential issues
Create incident reports and participate in post incident reviews where necessary
Collaboration & Documentation
Work closely with Tier 2 and Tier 3 teams to ensure seamless resolution of escalated issues
Maintain and update technical documentation, knowledge base articles, and SOPs for end-users and support teams Training & Development
Keep up-to-date with emerging technologies, products, and IT best practices
Actively participate in internal training to advance to higher technical levels
Proactively utilise the online training portals made available
Skills, knowledge, competencies that are required for the role are as follows:
Essential
Technical
Knowledge Good understanding of Windows OS, Microsoft Office, and Office 365 suite Basic knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
Familiarity with Active Directory user management
Experience using remote desktop tools to troubleshoot end-user issues
Communication
Excellent verbal and written communication skills
Ability to simplify technical information for non technical users
Strong customer service orientation, with a polite and friendly attitude
Problem-Solving
Logical approach to troubleshooting and issue resolution
Ability to prioritise tasks effectively and manage time efficiently
Teamwork & Collaboration
Work collaboratively with other service desk engineers and cross-functional teams
Willingness to ask for help and share knowledge with colleagues
Attention to Detail
Ability to document issues, resolutions, and ongoing activities with precision
Maintain clear, concise, and accurate records in the ticketing system
Other
Previous experience in a customer-facing IT support role, ideally within an MSP environment
Familiarity with ITIL principles and best practices Knowledge of desktop and laptop hardware troubleshooting
Basic understanding of cybersecurity practices Industry certifications (e.g., CompTIA A+, Microsoft 365 Fundamentals)
Desirable
Experience working in an IT Managed Service Provider (MSP) setting Familiarity with IT service management tools (e.g., HaloPSA, ConnectWise, Autotask)
Experience supporting cloud-based services such as Microsoft Azure and Microsoft 365
Exposure to mobile device management (MDM) solutions.
About the Company
We’re Netcentrix, your trusted MSP for technology and cyber security. We help businesses work smarter, stay secure, and grow with confidence. Our solutions include: Cloud Support Services – flexible, scalable, and fully managed IT Infrastructure – robust, reliable systems to power your business Microsoft Services – expert deployment, management & support from an accredited Microsoft Partner IT Security Solutions – protecting your data and business from cyber threats Professional IT Services – tailored solutions for unique bu...
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