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- 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 bring your communication skills and a proactive mindset.
- Other info: Participate in exciting IT projects and contribute to team knowledge sharing.
The predicted salary is between 24000 - 33600 £ per year.
Social network you want to login/join with:
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Client:
Digital Waffle
Location:
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
cd0652927143
Job Views:
7
Posted:
25.08.2025
Expiry Date:
09.10.2025
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Job Description:
Job Title: First Line Service Desk 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).
- 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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IT Support Technician - 1st Line Support employer: Digital Waffle
Contact Detail:
Digital Waffle Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Technician - 1st Line Support
✨Tip Number 1
Familiarise yourself with common IT support issues and solutions. Being able to discuss specific examples of troubleshooting you've done in the past can really impress during interviews.
✨Tip Number 2
Brush up on your customer service skills. Since this role involves a lot of user interaction, demonstrating your ability to handle difficult situations with patience and professionalism will set you apart.
✨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
Stay updated on the latest IT trends and technologies. Showing that you're proactive about learning can demonstrate your commitment to the field and your potential as a valuable team member.
We think you need these skills to ace IT Support Technician - 1st Line Support
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 Strong Cover Letter: Write a cover letter that showcases your motivation for the role and your proactive, solution-oriented mindset. Mention specific examples of how you've successfully resolved IT issues in the past.
Highlight Communication Skills: Since excellent communication is key for this role, ensure you demonstrate your written and verbal communication skills in both your CV and cover letter. Use clear and concise language.
Show Willingness to Learn: Express your eagerness to learn and grow within the IT support field. Mention any relevant training or certifications you are pursuing or plan to pursue, especially if they relate to ITIL frameworks.
How to prepare for a job interview at Digital Waffle
✨Show Your Customer Service Skills
As a First Line Service Desk Analyst, you'll be the first point of contact for users. Make sure to highlight your customer service experience and how you've effectively resolved issues in the past. Use examples that demonstrate your ability to remain calm and helpful under pressure.
✨Familiarise Yourself with Common IT Issues
Brush up on common IT support queries and troubleshooting steps. Being able to discuss these confidently will show your preparedness and understanding of the role. Consider reviewing basic hardware and software problems that you might encounter in this position.
✨Demonstrate Your Communication Skills
Excellent communication is key in this role. Practice explaining technical concepts in simple terms, as you'll need to assist users who may not be tech-savvy. During the interview, focus on clear and concise responses to showcase your verbal communication abilities.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, support processes, and opportunities for professional development. This shows your genuine interest in the role and helps you assess if the company culture aligns with your career goals.
