Serve as the first point of contact for all IT-related issues and requests, providing timely 1st line support for hardware and software across the organization.

You will have the following responsibilities:

• Act as the first point of contact for all 1st Level IT support requests (phone, email, ticketing system and in-person)
• Log, triage and manage incidents end-to-end in line with agreed SLAs
• Escalate complex cases to 2nd/3rd line support with clear, structured documentation
• Keep users proactively informed on progress, expectations, and resolution timelines

Hardware Support

• Troubleshoot and resolve common issues across laptops, phones, printers and peripherals
• Perform basic hardware replacements (keyboards, mice, cables) quickly and effectively
• Set up and configure workstations for new starters, including asset tagging and inventory manageme...