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

We are looking for a Service Desk Analyst (L1 Technical Support) to join the Professional Services team. Service Desk Analysts are the heartbeat of the customer experience - acting as the first point of contact, the first voice, and the first step toward resolution.This role goes beyond answering calls and logging tickets. It is about owning each issue, delivering high-quality technical support, and making a meaningful impact on the day-to-day operations of customers by ensuring incidents and requests are handled efficiently and professionally.

Roles & Responsibilities

• Responding to client’s technical issues via phone and email, triaging reported problems, resolving them, escalating them where necessary to more senior colleagues.
• Logging calls using service desk tools ITIL processes, working within these frameworks to deliver customer services levels >90% managing incidents to achieve where possible first call resolution and other company KPI’s.
• Maintaining good customer relations, including visiting sites within the greater London area.
• Managing user accounts within Office365 and allocating licenses.
• Managing Active Directory and Azure services including the creation of user accounts and amending permissions where needed.
• Using remote tools such as MDM, Remote control & Chat to resolve user requests.
• Deploying PC’s through Windows Autopilot and Intune.
• Setting up and configuring Windows based PCs and laptops.

Skills, Qualfications & Abilities

• 1–2 years of experience in IT Support
• Excellent level of English (spoken and written)
• IT support experience at a 1st line level
• Knowledge of ITIL, incident, problem and change management.
• Experience taking responsibility and ownership of stakeholders and projects
• A desire to provide excellent, proactive, customer service
• Well organised, able to multitask and work autonomously
• Positive and energetic
• Willing to work a variety of shifts, including weekends and rotational schedules

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 [email protected].

All data shared with third parties complies with applicable confidentiality and retention requirements.

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