Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide first and second line IT support, troubleshoot issues, and deliver excellent customer service.
- Company: Join a friendly, award-winning software company with over 20 years of heritage.
- Benefits: Enjoy a competitive salary, flexible working, and opportunities for career progression.
- Other info: Dynamic team culture with potential for international exposure and travel opportunities.
- Why this job: Kickstart your IT career in a supportive environment with full training provided.
- Qualifications: Experience in IT support or strong customer service skills; a passion for tech is essential.
The predicted salary is between 30000 - 30000 £ per year.
Do you have First Line IT Support experience, looking to progress into a Second Line role? Or do you have excellent remote customer service skills with an interest in all things IT and Technical? If you do, we would like to hear from you!
Join a growing customer success team providing IT support, helpdesk services and technical support within a successful software environment, developing troubleshooting and customer service skills.
If you’ve also worked in the following roles, we’d also like to hear from you:
- IT Support Technician
- Customer Service Agent
- Technical Support Engineer
- Customer Support Analyst
- Service Desk Technician
- First Line Support Engineer
- Service Desk Analyst
- Customer Service Advisor
- Junior Tech Support Analyst
- Trainee Help Desk
FULL TRAINING PROVIDED
If you’ve worked on an IT Help Desk as a Level 1 / First Line Technical Support Engineer, then great. If not but have excellent customer service skills and want to develop your career within the IT Software Support Industry, then this is fine too as the company will provide full training and support.
SALARY: £30,000 per annum + Benefits
LOCATION: Telford, Shropshire, West Midlands
JOB TYPE: Full-Time, Permanent
WORKING HOURS: 08:30 – 17:00, Monday to Friday (flexible working supported)
JOB OVERVIEW
We have a fantastic new job opportunity for a Service Desk Engineer / 1st Line Support IT Helpdesk Analyst to join a growing customer success Help Desk Team within a well-established software company. Working as a Service Desk Engineer / 1st Line Support IT Helpdesk Analyst you will provide first and second line IT support, handling helpdesk queries, troubleshooting issues and delivering excellent customer service.
As a Service Desk Engineer / 1st Line Support IT Helpdesk Analyst you will collaborate with colleagues, follow ITIL style processes and develop your technical support skills within a supportive environment. This is an excellent opportunity to grow your career in IT support within a friendly, team-focused and customer-driven organisation. As a successful candidate you will join an award-winning company with over 20 years of heritage.
DUTIES
- Provide First and Second Line Support: Deliver technical support to customers across software and systems
- Log and Manage Support Tickets: Accurately record, track and update helpdesk queries using CRM or ticketing systems
- Investigate and Resolve Issues: Troubleshoot technical problems and provide effective solutions
- Escalate Complex Cases: Identify when to elevate issues to senior or specialist teams
- Collaborate with Team Members: Work closely with colleagues to ensure a seamless customer experience
- Maintain Service Standards: Follow internal processes and service level agreements
- Develop Technical Knowledge: Continuously build skills across systems support and software troubleshooting
CANDIDATE REQUIREMENTS
- Previous experience in an IT support, helpdesk or customer service environment
- Strong communication skills with a professional and friendly manner
- A genuine interest in developing technical support and IT skills
- Good problem‑solving ability with strong attention to detail
- Experience with troubleshooting and resolving customer queries
- Ability to work collaboratively within a team‑focused environment
- Familiarity with CRM systems, ticketing systems or database management
- A proactive attitude with a willingness to learn and develop
BENEFITS
- Modern offices in Telford
- Flexible working culture
- Opportunity to progress from Level 1 to Level 2 support
- Supportive team environment where contributions are valued
- Work within an award‑winning software organisation
- Potential international exposure and travel opportunities
- A range of additional company benefits
COMPANY VALUES
- Being honest and open with themselves and their customers
- Following processes to deliver consistent quality
- Putting customers first in everything they do
- Giving back to the community
HOW TO APPLY
To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
JOB REF: AWDO-P14557
Service Desk Engineer / 1st Line Support IT Helpdesk Analyst (AWDO-P14557) in Telford) employer: AWD Online
Contact Detail:
AWD Online Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Engineer / 1st Line Support IT Helpdesk Analyst (AWDO-P14557) in Telford)
✨Tip Number 1
Get to know the company! Research their values and culture. When you apply through our website, tailor your approach to show how you fit into their team-focused environment.
✨Tip Number 2
Practice your communication skills. Since this role is all about customer service, be ready to demonstrate your friendly and professional manner during interviews or calls.
✨Tip Number 3
Show off your problem-solving skills! Be prepared to discuss past experiences where you successfully resolved issues, even if they weren't IT-related. This will highlight your ability to troubleshoot effectively.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you note. It shows your enthusiasm for the role and keeps you fresh in their minds. Remember, we’re rooting for you!
We think you need these skills to ace Service Desk Engineer / 1st Line Support IT Helpdesk Analyst (AWDO-P14557) in Telford)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in IT support or customer service. We want to see how your skills match what we're looking for, so don’t be shy about showcasing your troubleshooting abilities and any tech knowledge you have!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to express your enthusiasm for the role and explain why you're a great fit for our team. We love seeing genuine interest in IT and customer service, so let your passion come through.
Be Clear and Concise: When filling out your application, keep your language clear and to the point. We appreciate straightforward communication, so avoid jargon unless it's relevant. This will help us understand your experience better!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our awesome team!
How to prepare for a job interview at AWD Online
✨Know Your Stuff
Make sure you brush up on your IT support knowledge. Familiarise yourself with common troubleshooting techniques and the software systems mentioned in the job description. This will help you answer technical questions confidently.
✨Show Off Your Customer Service Skills
Since this role heavily focuses on customer service, prepare examples of how you've successfully handled customer queries in the past. Highlight your communication skills and how you maintain a friendly, professional manner even under pressure.
✨Understand the Company Culture
Research the company’s values and culture. They emphasise honesty, putting customers first, and community involvement. Be ready to discuss how your personal values align with theirs and how you can contribute to their team-focused environment.
✨Ask Smart Questions
Prepare thoughtful questions to ask at the end of your interview. Inquire about the training process for new hires or how the team collaborates on complex issues. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.