Service Desk 1st Line Engineer

Posted 01 August 2023
Salary £22000 - £24000 per annum
Job type Permanent
Discipline Infrastructure ​
Contact NameShaquille Stephenson

Job description

Service Desk 1st Line Engineer
£22K-24K DOE + Excellent Benefits

Digital Waffle is working with a highly successful and rapidly growing organisation. Do you thrive in a fast-paced environment and enjoy providing top-notch customer service? If so, we have an exciting opportunity for you! My client is seeking a highly motivated and customer-focused individual to join our team as a Service Desk 1st Line Support Specialist.

As a Service Desk 1st Line Support Specialist, you will be the first point of contact for our clients, providing them with timely and effective technical assistance. You will play a crucial role in ensuring our customers receive exceptional support and have their IT-related issues resolved promptly. This position is an excellent opportunity to grow your IT skills, develop a deep understanding of our products/services, and build a strong foundation in the IT industry.

Key Responsibilities:
  • Respond to incoming support requests via phone, email, or ticketing system, and log incidents accurately in the service management tool.
  • Diagnose and troubleshoot hardware, software, network, and application issues reported by clients.
  • Offer first-line technical support, guidance, and solutions to resolve customer problems and inquiries promptly and professionally.
  • Escalate complex issues to the appropriate teams or higher support tiers, ensuring proper follow-up until resolution.
  • Keep clients informed about the progress of their support tickets and ensure timely updates on incident status.
  • Proven experience in a technical support role is advantageous.
  • Strong technical aptitude and a genuine interest in technology and IT systems.
  • Excellent communication and interpersonal skills with the ability to explain technical concepts to non-technical users.
  • Basic understanding of networking concepts and troubleshooting techniques.
  • Ability to work well under pressure and handle multiple tasks simultaneously.
  • A positive attitude, strong problem-solving abilities, and a commitment to customer satisfaction.
  • IT certifications such as CompTIA A+, Microsoft MTA, or relevant qualifications will be considered a plus.