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For Companies At a Glance
- Tasks: Provide first-level IT support and resolve technical issues for users.
- Company: Leading organisation with a dynamic IT support team.
- Benefits: Competitive salary, hybrid work after probation, and career development opportunities.
- Why this job: Kickstart your IT career in a supportive environment while enhancing your technical skills.
- Qualifications: Customer service passion and effective communication skills; IT support experience preferred but not essential.
- Other info: Join a team focused on continuous improvement and knowledge sharing.
The predicted salary is between 19200 - 28800 £ per year.
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.
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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
Network like a pro! Reach out to people in the industry, attend local meetups or online webinars. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Practice your interview skills! Mock interviews with friends or using online platforms can help you feel more confident. Focus on showcasing your customer service skills and problem-solving abilities, as these are key for a First Line Support Technician.
✨Tip Number 3
Tailor your approach! When you find a role that excites you, make sure to research the company and its culture. This will help you align your answers during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge. Plus, it’s super easy to keep track of your applications!
We think you need these skills to ace 1St Line Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the First Line Support Technician role. Highlight any previous IT support experience, even if it's just a part-time gig or a project you worked on.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for customer service and your eagerness to learn. Mention specific examples of how you've helped others in the past.
Show Off Your Communication Skills: Since this role involves a lot of interaction with users, make sure your written application showcases your excellent communication skills. Keep it clear, concise, and friendly!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team.
How to prepare for a job interview at Digital Waffle
✨Know Your Tech Basics
Brush up on your knowledge of common hardware and software issues. Be ready to discuss how you would troubleshoot problems, as this role is all about providing first-level support. Familiarity with ITIL frameworks can give you an edge, so don’t hesitate to mention any relevant experience.
✨Show Off Your Customer Service Skills
Since this position emphasises outstanding customer service, prepare examples of how you've successfully handled customer queries in the past. Think about times when you went above and beyond to help someone, as this will demonstrate your commitment to excellent service.
✨Practice Your Communication
Excellent written and verbal communication skills are key for this role. Practice explaining technical concepts in simple terms, as you’ll need to communicate effectively with users who may not be tech-savvy. Consider doing mock interviews with a friend to refine your delivery.
✨Be Ready to Discuss Prioritisation
In a busy environment, managing and prioritising your workload is crucial. Prepare to talk about how you would handle multiple support requests at once. Use specific examples from your past experiences to illustrate your ability to stay organised and focused under pressure.
