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- Tasks: Provide first-level IT support and resolve technical issues for users.
- Company: Leading organisation with a dynamic IT support team.
- Benefits: Full-time role with opportunities for professional development.
- Other info: Great chance to develop technical skills and grow within the company.
- Why this job: Kickstart your IT career in a supportive environment while helping others.
- Qualifications: Passion for customer service and good communication skills.
The predicted salary is between 28800 - 43200 £ per year.
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
Get to know the company! Research their values and culture so you can tailor your approach during interviews. This shows you're genuinely interested and helps you connect with the team.
✨Tip Number 2
Practice your communication skills. As a First Line Support Technician, you'll need to explain technical issues clearly. Try role-playing with a friend or family member to build your confidence.
✨Tip Number 3
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. Building connections can give you insider info and even a foot in the door for job opportunities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our awesome team!
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 or customer service roles to show us you’re a great fit!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for IT support and customer service. Let us know why you want to join our team and how you can contribute to our success.
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 professional – we love a good communicator!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest 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 Stuff
Make sure you brush up on the basics of IT support. Familiarise yourself with common hardware and software issues, as well as troubleshooting steps. This will help you answer technical questions confidently and show that you're ready to jump in.
✨Customer Service is Key
Since this role is all about helping users, be prepared to discuss your approach to customer service. Think of examples where you've gone above and beyond to assist someone, and be ready to explain how you handle difficult situations with a positive attitude.
✨Practice Makes Perfect
Consider doing mock interviews with a friend or family member. Focus on articulating your thoughts clearly and concisely. This will help you feel more comfortable during the actual interview and ensure you communicate effectively.
✨Ask Smart Questions
Prepare a few thoughtful questions to ask at the end of your interview. This shows your interest in the role and the company. You might ask about team dynamics, opportunities for training, or how success is measured in the position.