Hybrid IT Service Desk Analyst: First-Line Support

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

Job summary

Digital Waffle in Leicester is seeking a friendly First Line Service Desk Analyst to join a supportive IT team. You’ll be the first point of contact for colleagues, resolving a range of technical queries by phone, email, remote session and in person, and logging tickets for other teams.

Reporting to the Service Desk Manager, you’ll help onboarding, follow established processes, deliver a professional experience, share knowledge, and take part in wider IT projects as opportunities arise.

Qualifications

• Experience in a customer service or helpdesk role.
• Strong written and spoken communication skills.
• Ability to plan and prioritise in a busy environment.
• Willingness to learn and develop IT skills.
• Familiar with Windows 10/11 and Microsoft 365 apps.

Responsibilities

• Act as the first line of support for incidents and requests across hardware, software, and mobile devices.
• Record tickets clearly to aid other teams in resolving issues quickly.
• Work to agreed service levels and performance targets.
• Assist with IT onboarding of new starters, configuring accounts and access.
• Follow established processes and deliver a positive user experience.
• Share knowledge with teammates and contribute to IT projects when possible.

Skills

Customer service

Communication skills

Organisation & prioritisation

Willingness to learn

Team collaboration

Tools

Windows 10/11

Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint)

Job description

Digital Waffle in Leicester is seeking a friendly First Line Service Desk Analyst to join a supportive IT team. You’ll be the first point of contact for colleagues, resolving a range of technical queries by phone, email, remote session and in person, and logging tickets for other teams.

Reporting to the Service Desk Manager, you’ll help onboarding, follow established processes, deliver a professional experience, share knowledge, and take part in wider IT projects as opportunities arise.