First-Line IT Support Specialist | Service Desk

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

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.