1St Line Support Technician

Digital Waffle; East Midlands; Hybrid; GBP 20,000 - 24,000; Full time

Job summary

A leading organisation is seeking a motivated First Line Support Analyst to join their IT support team. You will be the first contact for IT support queries, responsible for troubleshooting and resolving incidents and service requests. Ideal candidates will have a passion for customer service and strong communication skills. This role offers hybrid working after probation and opportunities for professional development in a supportive environment.

Qualifications

• Previous experience in an IT support or service desk role preferred but not essential.
• Familiarity with ITIL frameworks is advantageous but not required.

Responsibilities

• Provide first-level IT support for hardware, software, and other technical equipment.
• Log and resolve incidents and service requests both remotely and in-person.
• Accurately document issues and escalate as needed.
• Monitor and manage tickets as per SLAs.

Skills

Excellent written and verbal communication skills

Strong passion for customer service

Ability to manage and prioritize workload

Proactive, solution-oriented mindset

Job description

Job Title: First Line Support 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).
• A strong passion for delivering excellent customer service.
• 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.