At a Glance
- Tasks: Provide first-line IT support and resolve issues for internal staff and legal consultants.
- Company: Award-winning technology services business with a focus on innovation.
- Benefits: Competitive salary, professional development, and a dynamic work environment.
- Other info: Great opportunity for career growth in a modern IT function.
- Why this job: Join a fast-paced helpdesk and make a real difference in tech support.
- Qualifications: Experience in IT support and strong customer service skills required.
The predicted salary is between 40000 - 40000 £ per year.
An award-winning Technology services business is hiring a HelpDesk Engineer to join their Service Desk team in Guildford and be a dependable first-line resolver across the wider business. This is a hands-on ticket-crunching role at the front line of a busy, ITIL-aligned service desk, supporting internal staff and external legal consultants day to day.
What you’ll be doing:
- Provide professional first‑line support to internal colleagues and external legal consultants by phone, email and through the IT service management system
- Log, categorise, prioritise and progress incidents and service requests in line with agreed SLAs
- Troubleshoot issues across Windows 10/11, Microsoft 365, Teams, Outlook, printers, peripherals and mobile devices
- Handle user account, access and permissions requests in Active Directory, Entra ID and Microsoft 365, following approved processes
- Prepare, configure and support laptops, desktops and other end‑user devices, including Intune‑managed kit
- Escalate unresolved or higher‑risk issues to 2nd and 3rd Line with accurate diagnostic information
- Keep tickets, resolution notes and knowledge articles clear, current and useful for the wider team
- Contribute to service improvement, problem management and change activities
- Maintain a professional, security‑conscious and customer‑focused approach at all times
What you’ll need:
- Solid experience in a HelpDesk, Service Desk, IT Support or Technical Support role with a high volume of tickets
- Good working knowledge of Windows 10/11 and Microsoft 365, including Outlook, Teams and OneDrive
- Practical understanding of common hardware, software, printing, connectivity and user‑access issues
- Experience using an ITSM or ticketing system such as ServiceNow, HaloITSM or Freshservice
- Basic understanding of Active Directory, Entra ID, device management and information security principles
- Ability to diagnose methodically, judge when to elevate and document actions clearly
- Strong customer service mindset and clear communication with users of varying technical ability
Nice to have:
- Experience supporting Intune‑managed devices or Azure Virtual Desktop environments
- Exposure to PowerShell, automation or scripting for routine support tasks
- Basic Dynamics 365 troubleshooting experience
- ITIL Foundation, CompTIA A+ or Microsoft certification
This role would suit a first‑line engineer who takes pride in getting through tickets properly and wants to build a career within a modern, well‑run IT function inside a legal tech environment.
Help Desk Engineer in Guildford employer: Digital Waffle
Digital Waffle is an exceptional employer, offering a dynamic work culture that prioritises innovation and collaboration in the energy sector. Employees benefit from ongoing professional development opportunities, competitive compensation, and a commitment to sustainability, making it a rewarding place to contribute to the UK's critical infrastructure. Join us to be part of a team that values your expertise and empowers you to make a meaningful impact on the future of energy security.
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk Engineer in Guildford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Digital Waffle. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Digital Waffle before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Help Desk Engineer in Guildford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Digital Waffle:Your cover letter is your chance to shine! Tell us why you want to work at Digital Waffle specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Digital Waffle!
How to prepare for a job interview at Digital Waffle
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
