1st Line Support Engineer

Digital Waffle; Leicester; Hybrid; GBP 22,000 - 29,000; Full time

Job summary

Digital Waffle in Leicester (Hybrid) is seeking a friendly 1st Line Service Desk Analyst to join our IT team. You will be the first point of contact for colleagues, handling a range of technical queries by phone, email, remote sessions and in person, logging, troubleshooting and resolving issues with a focus on excellent service experience.

The role requires a passion for customer service, strong communication, and the ability to manage workload in a busy environment.

Qualifications

• A real passion for customer service.
• Strong spoken and written communication skills.
• Ability to organise workload and prioritise in a busy environment.
• Positive, can-do attitude with a desire to learn.
• Previous IT support or helpdesk experience is advantageous.
• Basic knowledge of Windows 10/11 and Microsoft 365 apps.
• Familiarity with Active Directory or Entra ID basics.
• Awareness of ITIL concepts; training may be provided.

Responsibilities

• Act as the first line of support for incidents and service requests across hardware, software and devices.
• Record tickets clearly so other teams can progress issues quickly.
• Work to agreed service levels and targets.
• Onboard new starters by creating accounts and ensuring proper access from day one.
• Follow established processes and deliver a professional service experience.
• Share knowledge with teammates to help the team grow.
• Engage in wider IT projects when opportunities arise.

Skills

Customer service

Communication

Workload management

Positive attitude

Career development

IT support experience

Tools

Active Directory

Entra ID

Windows 10/11

Microsoft 365

Job description

Role: 1st Line (Service Desk Analyst) Location: Leicester (Hybrid) Salary: £25.4k

About the Role

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

• A real passion for customer service.
• 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 HavePrevious 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 5 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.