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For Companies At a Glance
- Tasks: Provide first-level IT support and resolve user queries with a focus on customer service.
- Company: Join a leading organisation known for its dynamic IT support team and innovative culture.
- Benefits: Enjoy hybrid working options after probation and opportunities for professional development.
- Why this job: Kickstart your IT career in a supportive environment while enhancing your technical skills.
- Qualifications: No prior experience required; just a passion for customer service and a willingness to learn.
- Other info: Participate in exciting IT projects and contribute to team knowledge sharing.
Job Title: First Line Support Analyst
Location: Leicester (Hybrid after probation)
Salary: 24,000
Overview:
A leading organisation is currently seeking a motivated and customer focused First Line Service Desk Analyst to join its dynamic IT support team.
As a First Line Service Desk Analyst, you\’ll serve as the first point of contact for IT support queries, assisting users across the organisation. You\’ll be responsible for logging, troubleshooting, and resolving incidents and service requests via multiple communication channels, all while maintaining outstanding customer service standards.
Key Responsibilities:
- Provide first-level IT support for hardware, software, mobile devices, and other technical equipment.
- Log and resolve incidents, problems, and service requests both remotely and in- person.
- Accurately document issues to ensure smooth escalation and resolution by other support teams.
- Monitor and manage tickets in line with agreed Service Level Agreements (SLAs).
- Support onboarding processes for new team members, ensuring appropriate
- account and system access.
- Follow defined support procedures and processes as trained.
- Maintain a strong customer service ethic in all user interactions.
- Contribute to team knowledge sharing and continuous improvement initiatives.
- Participate in ad hoc IT projects as required.
Ideal Candidate Profile:
- Previous experience in an IT support or service desk role (preferred but not essential).
- A strong passion for delivering excellent customer service.
- Excellent written and verbal communication skills.
- Ability to manage and prioritise workload effectively in a busy environment.
- Proactive, solution-oriented mindset with a willingness to learn.
- Familiarity with ITIL frameworks is advantageous but not required.
Why Apply?
This role is ideal for candidates looking to start or further their career in IT support within a supportive team environment, offering opportunities to develop technical skills and progress professionally.
Interested?
If you\’re ready to take the next step in your IT support career, apply now to learn more about this opportunity.
1st line Support Technician employer: Digital Waffle
Contact Detail:
Digital Waffle Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st line Support Technician
✨Tip Number 1
Familiarise yourself with common IT support issues and solutions. Being able to discuss specific examples of how you've resolved similar problems in the past can really impress during interviews.
✨Tip Number 2
Brush up on your customer service skills. Since this role emphasises outstanding customer service, think of ways you can demonstrate your commitment to helping users effectively and efficiently.
✨Tip Number 3
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can help you tailor your approach during the interview process.
✨Tip Number 4
Prepare to discuss your ability to manage multiple tasks. This role requires prioritising workload effectively, so be ready to share examples of how you've successfully handled busy environments in the past.
We think you need these skills to ace 1st line Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support or service desk roles. Emphasise any customer service skills and technical knowledge that align with the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and customer service. Mention specific examples of how you've resolved issues or provided excellent service in previous roles.
Highlight Communication Skills: Since excellent written and verbal communication skills are crucial for this role, ensure your application reflects your ability to communicate clearly and effectively. Use concise language and proper formatting.
Show Enthusiasm for Learning: Express your willingness to learn and grow within the role. Mention any relevant training or certifications you have, and convey your eagerness to contribute to team knowledge sharing and improvement initiatives.
How to prepare for a job interview at Digital Waffle
✨Show Your Customer Service Skills
As a First Line Support Technician, you'll be the first point of contact for users. Make sure to highlight your customer service experience and how you've handled difficult situations in the past. Demonstrating empathy and effective communication will set you apart.
✨Familiarise Yourself with Common IT Issues
Brush up on common hardware and software issues that users typically face. Being able to discuss these confidently during the interview will show your proactive approach and readiness for the role.
✨Understand the Importance of Documentation
Emphasise your understanding of the need for accurate documentation when logging incidents and requests. Discuss any previous experiences where you maintained records or followed procedures, as this is crucial for smooth escalation.
✨Demonstrate a Willingness to Learn
The ideal candidate should have a proactive mindset and a desire to learn. Be prepared to discuss how you keep up with new technologies and your eagerness to develop your skills further within the IT support field.
