Presidio, Where Teamwork and Innovation Shape the Future
At Presidio, we’re at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses—and their customers—to achieve more through innovation, automation, and intelligent insights.

The Role

This is a 1^st level position providing support on customer end user infrastructure level as well as acting as the first point of contact for any issues or requests, via phone, email or our ticketing system.

Responsibilities include:

Answering the phones and collecting information on issue/request.
Scoping tickets logged via email or ticketing system.
Understanding prioritisation as per ITIL Model.
Creating / modifying tickets to ensure information such as Type, Technology, Priority is correct before escalating to the correct team.
Working and resolving on Service Requests and Incidents from an End User perspective.
Customer communication via emails and phones.
Acting as the first point of contact for the entire Managed Services department.

Required Skills and Professional Experience

ITIL process experience
Process management experience
Dealing with customers over phone and email

Preferred Skills and Professional Experience

Drive to deliver outstanding customer service
Ability to communicate well with all levels of staff at client sites.
Quickly build rapport and gain client confidence.
Work individually and as a team.
Be able to follow company procedures and methods.
Available to work out of hours / weekends if necessary.
Be a logical thinker.
Have a proven track record in trouble shooting and problem solving.
Be able to utilise all tools available to resolve 95% of issues at the first time of asking.
Ability to quickly learn new products

Your future at Presidio
Joining Presidio means stepping into a culture of trailblazers—thinkers, builders, and collaborators—who push the boundaries of what’s possible. With our expertise in AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world.

Here, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data-driven transformation, you’ll be part of a team that is shaping the future.

Ready to innovate? Let’s redefine what’s next—together.

About Presidio
At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio’s expert technical team develops custom applications, provides managed services, enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information, visit www.presidio.com.

Presidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success.

Recruitment Agencies, Please Note: Presidio does not accept unsolicited agency resumes/CVs. Do not forward resumes/CVs to our careers email address, Presidio employees or any other means. Presidio is not responsible for any fees related to unsolicited resumes/CVs.

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Service Desk Analyst - Entry Level

Job Description