Potentiam is a fast-growing global offshore solutions provider connecting top talent with leading UK and European businesses. With offices across South Africa, Romania, India, and Brazil, we offer international exposure, real career progression, and the opportunity to work with high-performing global teams.
We combine global opportunity with local support - giving you the chance to grow, make an impact, and build a long-term career in a business that’s scaling fast.
Global clients. Clear progression. Real opportunity.
We are an equal opportunity employer. We encourage applications from people with disabilities and will provide reasonable accommodations during the hiring process.
About Our Client
Our client is a leading provider in the industry, offering a comprehensive portfolio of high-quality services. Their expertise spans award-winning managed services, strong data and development capabilities, advanced networking and infrastructure solutions and robust security services. Recognized for excellence in the market, the organization is supported by strong customer references that underpin its continued success. It is a dynamic environment where talent can thrive, with clear opportunities for professional development and long-term career growth.
Purpose of Role
As a 1st Line Service Desk Analyst, you will provide first-line technical support to customers, assisting them with a wide range of IT issues and service requests. Acting as the first point of contact, you will help users resolve day-to-day technical problems, deliver excellent customer service and ensure issues are escalated appropriately when further expertise is required. This role offers an excellent opportunity to develop technical skills within a supportive and fast-paced managed services environment.
Role & Responsibilities
- Provide technical support to customers via phone, email and remote support tools, ensuring a professional and friendly service at all times;
- Log, update and manage incidents and service requests through the Service Desk system, maintaining accurate records and keeping users informed of progress;
- Troubleshoot common issues relating to Windows devices, Microsoft 365 applications, user accounts, printers and connectivity;
- Carry out routine user administration tasks, including password resets, account creation, mailbox support and access requests;
- Assist with the setup, configuration and deployment of laptops, desktops and mobile devices using company standards and tools;
- Support Microsoft 365, Active Directory and endpoint management platforms under the guidance of senior engineers;
- Escalate unresolved or complex issues to higher support teams while maintaining ownership of communication with the customer;
- Work collaboratively with colleagues to meet service level targets and deliver a positive customer experience.
Skills, Qualifications & Experience
- Previous experience in a Service Desk, Helpdesk, IT Support or customer-facing technical role is desirable;
- Basic understanding of Microsoft Windows and Microsoft 365 applications;
- Familiarity with Active Directory, user account administration or cloud platforms such as Microsoft Entra ID would be advantageous;
- Strong customer service skills with a genuine desire to help users and resolve issues efficiently;
- Good English communication skills, both written and verbal;
- Ability to follow processes, manage multiple tasks and remain organised in a busy environment;
- Positive attitude, eagerness to learn and willingness to develop technical skills;
- Able to work independently when required whilst also contributing effectively as part of a team;
- Flexibility to participate in shift patterns, including occasional evening or weekend work.
Data Privacy Notice
The personal information you provide during the application and recruitment process will be used solely for recruitment purposes, in accordance with our data protection policies.
For any questions regarding data processing related to HR activities, please contact Chantal Endemann at careers@potentiam.co.uk.
All data shared with third parties complies with applicable confidentiality and retention requirements.
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