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For Companies At a Glance
- Tasks: Provide first-line IT support and resolve user queries with a professional touch.
- Company: Join a growing IT services provider with a supportive team culture.
- Benefits: Enjoy a competitive salary, hybrid working, and generous holiday allowance.
- Other info: Great training opportunities and a clear path for career growth.
- Why this job: Kickstart your IT career while making a real difference for users.
- Qualifications: Experience in a Service Desk role and knowledge of Microsoft 365 required.
The predicted salary is between 28000 - 28000 £ per year.
First Line Support
Waterlooville, England, United Kingdom (Hybrid)
Service Desk Engineer (1st Line)
£28,000 + Benefits
Full-time | Includes occasional evenings/weekends (rota)
The Role
We're working with a growing IT services provider looking to add a customer-focused Service Desk Engineer to their team. This is a front-line support role, ideal for someone with experience in a structured Service Desk environment who enjoys delivering clear, consistent support and taking ownership of tickets from start to finish. You'll play a key role in ensuring a smooth and reliable IT service for end users, working within established processes and service frameworks.
What's on Offer
- Competitive salary (£28,000)
- Hybrid working
- Pension & life assurance
- Private healthcare
- Generous holiday allowance + additional leave
- Training and development opportunities
- Supportive team environment
Key Responsibilities
- Act as the first point of contact for IT support queries
- Manage and resolve 1st line incidents and service requests
- Log, categorise and update tickets accurately within the system
- Provide clear and professional communication to users throughout
- Escalate more complex issues to 2nd/3rd line teams where required
- Support user admin tasks (joiners, movers, leavers)
- Follow structured processes to maintain service consistency and quality
What We're Looking For
- Experience in a Service Desk / Helpdesk role (ideally within an MSP or IT environment)
- Good knowledge of Microsoft 365 / Windows environments
- Experience using a ticketing system
- Understanding of basic networking concepts
- Strong communication skills and a calm, structured approach to troubleshooting
- Ability to follow processes and work within defined SLAs
Desirable
- Exposure to ITIL or structured service environments
- Experience working in multi-site environments
The Right Fit
- Reliable and consistent in delivery
- Customer-focused with a professional approach
- Comfortable working within structured processes
- Confident knowing when to escalate issues
Locations
1st Line IT Support Technician in Hampshire, Waterlooville employer: Digital Waffle
Contact Detail:
Digital Waffle Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line IT Support Technician in Hampshire, Waterlooville
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research common questions for IT support roles and practice your answers. We recommend using the STAR method to structure your responses – it’ll help you showcase your skills effectively.
✨Tip Number 3
Show off your problem-solving skills during interviews. Bring examples of how you've tackled tricky IT issues in the past. This will demonstrate your ability to handle the kind of challenges you'll face in a Service Desk role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace 1st Line IT Support Technician in Hampshire, Waterlooville
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 1st Line IT Support Technician role. Highlight your experience in a Service Desk environment and any relevant skills, like your knowledge of Microsoft 365 and ticketing systems. We want to see how you fit into our team!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how your skills align with our needs. Keep it professional but let your personality come through – we love a bit of character!
Showcase Your Communication Skills: Since this role involves a lot of user interaction, make sure to demonstrate your strong communication skills in your application. Whether it's through your CV or cover letter, show us how you can convey technical information clearly and effectively.
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’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Digital Waffle
✨Know Your Tech Basics
Brush up on your knowledge of Microsoft 365 and Windows environments. Be ready to discuss how you've used these tools in previous roles, as well as any experience you have with ticketing systems. This will show that you're not just familiar with the tech but can also apply it effectively.
✨Show Off Your Communication Skills
Since this role involves a lot of user interaction, practice explaining technical concepts in simple terms. Think about examples where you've successfully communicated with non-technical users. This will demonstrate your ability to provide clear and professional support.
✨Understand the Importance of Processes
Familiarise yourself with structured processes and SLAs. Be prepared to discuss how you’ve followed processes in past roles to ensure service consistency. This shows that you value quality and reliability in IT support.
✨Prepare for Escalation Scenarios
Think about situations where you had to escalate issues to higher-level support. Be ready to explain your thought process and how you determined when to escalate. This will highlight your ability to take ownership of tickets while knowing your limits.