Service Desk Analyst

Digital Waffle; Guildford; On-site; GBP 26,000 - 36,000; Full time

Job summary

Digital Waffle in Guildford is seeking an IT Support Engineer to join our Service Desk as a dependable first-line resolver.

This hands-on role handles incidents via phone, email and ITSM, troubleshoots Windows 10/11, Microsoft 365 and devices, and escalates when needed. You’ll work in a fast-paced, ITIL-aligned environment supporting staff and external partners.

Qualifications

• Solid experience in a high‑volume HelpDesk or Service Desk role.
• Strong knowledge of Windows 10/11 and Microsoft 365 (Outlook/Teams/OneDrive).
• Experience using an ITSM or ticketing system.

Responsibilities

• Provide professional first‑line support to internal colleagues and external legal consultants by phone, email and through the IT service management system
• Log, categorise, prioritise and progress incidents and service requests in line with agreed SLAs
• Troubleshoot issues across Windows 10/11, Microsoft 365, Teams, Outlook, printers, peripherals and mobile devices
• Handle user account, access and permissions requests in Active Directory, Entra ID and Microsoft 365, following approved processes
• Prepare, configure and support laptops, desktops and other end‑user devices, including Intune‑managed kit
• Escalate unresolved or higher‑risk issues to 2nd and 3rd Line with accurate diagnostic information
• Keep tickets, resolution notes and knowledge articles clear, current and useful for the wider team
• Contribute to service improvement, problem management and change activities
• Maintain a professional, security‑conscious and customer‑focused approach at all times

Skills

First-line support

ITIL aligned

Windows 10/11

Microsoft 365

ITSM ticketing

Active Directory

Entra ID

ServiceNow

Customer service

Problem solving

Tools

ServiceNow

HaloITSM

Freshservice

Intune

Job description

An award-winning Technology services business is hiring an IT Support Engineer to join their Service Desk team in Guildford and be a dependable first-line resolver across the wider business.

This is a hands‑on ticket‑crunching role at the front line of a busy, ITIL-aligned service desk, supporting internal staff and external legal consultants day to day. You'll pick up incidents and service requests via phone, email and the ITSM tool, work through them methodically, keep users informed and escalates cleanly when needed. It suits someone who genuinely enjoys the pace of a well‑run helpdesk and takes pride in resolving a high proportion of tickets at first line.

Location: Guildford, full time on site

What you'll be doing:

• Provide professional first‑line support to internal colleagues and external legal consultants by phone, email and through the IT service management system
• Log, categorise, prioritise and progress incidents and service requests in line with agreed SLAs
• Troubleshoot issues across Windows 10/11, Microsoft 365, Teams, Outlook, printers, peripherals and mobile devices
• Handle user account, access and permissions requests in Active Directory, Entra ID and Microsoft 365, following approved processes
• Prepare, configure and support laptops, desktops and other end‑user devices, including Intune‑managed kit
• Escalate unresolved or higher‑risk issues to 2nd and 3rd Line with accurate diagnostic information
• Keep tickets, resolution notes and knowledge articles clear, current and useful for the wider team
• Contribute to service improvement, problem management and change activities
• Maintain a professional, security‑conscious and customer‑focused approach at all times

What you'll need:

• Solid experience in a HelpDesk, Service Desk, IT Support or Technical Support role with a high volume of tickets
• Good working knowledge of Windows 10/11 and Microsoft 365, including Outlook, Teams and OneDrive
• Practical understanding of common hardware, software, printing, connectivity and user‑access issues
• Experience using an ITSM or ticketing system such as ServiceNow, HaloITSM or Freshservice
• Basic understanding of Active Directory, Entra ID, device management and information security principles
• Ability to diagnose methodically, judge when to escalate and document actions clearly
• Strong customer service mindset and clear communication with users of varying technical ability

Nice to have:

• Experience supporting Intune‑managed devices or Azure Virtual Desktop environments
• Exposure to PowerShell, automation or scripting for routine support tasks
• Basic Dynamics 365 troubleshooting experience
• ITIL Foundation, CompTIA A+ or Microsoft certification

This role would suit a first‑line engineer who takes pride in getting through tickets properly and wants to build a career within a modern, well‑run IT function inside a legal tech environment.