Hybrid 1st Line IT Support Engineer – Leicester

Digital Waffle

Leicester

Hybrid

GBP 22,000 - 29,000

Full time

2 days ago

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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.