Cybersecurity & IT

IT Support

An IT Support professional provides technical assistance to end users and maintains the hardware, software, and network infrastructure an organisation depends on. Responsibilities range from first-line helpdesk triage — resetting passwords, troubleshooting connectivity issues, resolving software errors — to second and third-line work involving system administration, device deployment, network configuration, and infrastructure maintenance. Support analysts log all issues via ticketing systems (e.g. ServiceNow, Jira Service Management) and work to SLA targets. The role is the foundation of a technology career and provides exposure to a wide range of systems, including Windows and macOS environments, Active Directory, Microsoft 365, VPNs, and increasingly cloud platforms such as Azure and AWS. IT Support professionals are expected to communicate clearly with non-technical users, manage competing priorities, and escalate issues appropriately while maintaining service continuity.