Service Desk Engineer / 1st Line Support IT Helpdesk Analyst
Service Desk Engineer / 1st Line Support IT Helpdesk Analyst
Do you have First Line IT Support experience, looking to progress into a Second Line role? Or do you have excellent remote customer service skills with an interest in all things IT and Technical?
If you do, we would like to hear from you!
Join a growing customer success team providing IT support, helpdesk services and technical support within a successful software environment, developing troubleshooting and customer service skills.
If you’ve also worked in the following roles, we’d also like to hear from you: IT Support Technician, Customer Service Agent, Technical Support Engineer, Customer Support Analyst, Service Desk Technician, First Line Support Engineer, Service Desk Analyst, Customer Service Advisor, Junior Tech Support Analyst, Trainee Help Desk
FULL TRAINING PROVIDED
If you’ve worked on an IT Help Desk as a Level 1 / First Line Technical Support Engineer, then great. If not but have excellent customer service skills and want to develop your career within the IT Software Support Industry, then this is fine too as the company will provide full training and support.
SALARY: £30,000 per annum + Benefits
LOCATION: Telford, Shropshire, West Midlands
JOB TYPE: Full-Time, Permanent
WORKING HOURS: 08:30 – 17:00, Monday to Friday (flexible working supported)
JOB OVERVIEW
We have a fantastic new job opportunity for a Service Desk Engineer / 1st Line Support IT Helpdesk Analyst to join a growing customer success Help Desk Team within a well-established software company.
Working as a Service Desk Engineer / 1st Line Support IT Helpdesk Analyst you will provide first and second line IT support, handling helpdesk queries, troubleshooting issues and delivering excellent customer service.
As a Service Desk Engineer / 1st Line Support IT Helpdesk Analyst you will collaborate with colleagues, follow ITIL style processes and develop your technical support skills within a supportive environment.
This is an excellent opportunity to grow your career in IT support within a friendly, team-focused and customer-driven organisation.
As a successful candidate you will join an award-winning company with over 20 years of heritage.
APPLY TODAY
Ready to make your next career move? Apply Now for our Recruitment Team to review.
DUTIES
Once trained your duties as the Service Desk Engineer / 1st Line Support IT Helpdesk Analyst include:
- Provide First and Second Line Support: Deliver technical support to customers across software and systems
- Log and Manage Support Tickets: Accurately record, track and update helpdesk queries using CRM or ticketing systems
- Investigate and Resolve Issues: Troubleshoot technical problems and provide effective solutions
- Escalate Complex Cases: Identify when to escalate issues to senior or specialist teams
- Collaborate with Team Members: Work closely with colleagues to ensure a seamless customer experience
- Maintain Service Standards: Follow internal processes and service level agreements
- Develop Technical Knowledge: Continuously build skills across systems support and software troubleshooting
CANDIDATE REQUIREMENTS
- Previous experience in an IT support, helpdesk or customer service environment
- Strong communication skills with a professional and friendly manner
- A genuine interest in developing technical support and IT skills
- Good problem-solving ability with strong attention to detail
- Experience with troubleshooting and resolving customer queries
- Ability to work collaboratively within a team-focused environment
- Familiarity with CRM systems, ticketing systems or database management
- A proactive attitude with a willingness to learn and develop
BENEFITS
- Modern offices in Telford
- Flexible working culture
- Opportunity to progress from Level 1 to Level 2 support
- Supportive team environment where contributions are valued
- Work within an award-winning software organisation
- Potential international exposure and travel opportunities
- A range of additional company benefits
COMPANY VALUES
The company is proud of the way they work. Their team is built around:
- Being honest and open with themselves and their customers
- Following processes to deliver consistent quality
- Putting customers first in everything they do
- Giving back to the community
HOW TO APPLY
To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
JOB REF: AWDO-P14557
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