1st Line Service Desk Analyst

Digital Waffle; Leicester; On-site; GBP 26,000 - 34,000; Full time

Job summary

Digital Waffle is seeking a friendly First Line Service Desk Analyst to join our Leicester IT team. You will be the initial contact for colleagues, handling a wide range of IT queries via phone, email, remote sessions, and in person to deliver exceptional service.

You will log, troubleshoot and resolve issues, assist with onboarding new starters and follow established processes while sharing knowledge to help the team grow and support wider IT projects.

Qualifications

• Experience in IT support or a helpdesk role.
• Basic working knowledge of Windows 10 and 11 troubleshooting.
• Familiarity with Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint).
• Some experience with user administration in Active Directory or Entra ID (password resets, unlocks, user creation).
• Awareness of ITIL, training can be provided.

Responsibilities

• Act as the first line of support for incidents, service requests and general IT queries across hardware, software and devices.
• Log, troubleshoot and resolve issues to meet service levels.
• Record tickets clearly for other teams to progress.
• Assist with IT onboarding of new starters, ensure proper access from day one.
• Share knowledge with teammates and contribute to IT projects.

Skills

Communication skills

Time management

Customer service

Willingness to learn

Tools

Windows 10/11

Microsoft 365 apps

Active Directory

Entra ID

ITIL awareness

Job description

Are you someone who takes pride in helping people and genuinely enjoys solving problems? We're looking for an enthusiastic First Line Service Desk Analyst to join a friendly and supportive IT team.

As the first point of contact for IT support across the business, you'll help colleagues with a wide range of technical queries by phone, email, remote session and in person. Reporting to the Service Desk Manager, you'll log, troubleshoot and resolve issues while delivering a consistently excellent service experience.

What You'll Be Doing

• Acting as the first line of support for incidents, service requests and general IT queries, covering hardware, software, mobile devices and other technical equipment.
• Recording tickets clearly and thoroughly so that other support teams can pick them up and progress them quickly.
• Working to agreed service levels and performance targets.
• Managing the IT onboarding of new starters by setting up accounts, confirming the right approvals are in place and making sure everyone has the system access they need from day one.
• Following established processes and procedures.
• Delivering a positive, professional experience in every interaction.
• Sharing knowledge with your teammates to help the whole team grow.
• Getting involved in wider IT projects as opportunities arise.

What We're Looking For

• Strong communication skills, both spoken and written.
• The ability to organise your own workload and prioritise effectively in a busy environment.
• A positive, can-do attitude and a genuine desire to learn and develop your career.

It Would Be Great If You Also Have

• Previous experience in an IT support or helpdesk role.
• A basic working knowledge of Windows 10 and 11, including troubleshooting everyday user issues.
• Familiarity with Microsoft 365 applications such as Outlook, Teams, OneDrive and SharePoint.
• Some experience with basic user administration in Active Directory or Entra ID, such as password resets, unlocking accounts and creating new users.
• An awareness of ITIL, though full training can be provided.