IT Service Desk Analyst (1st Line Support)

IT Service Desk Analyst (1st Line Support)

Location: Guildford

Employment Type: Contract inside IR35

About the Role:

Join a dynamic IT team as a 1st Line Service Desk Analyst, providing essential technical support to internal users across multiple sites. You’ll be the first point of contact for IT incidents and queries, ensuring smooth operations and excellent customer service in line with SLAs.

This is a fantastic opportunity for someone with strong communication skills, a passion for problem-solving, and a desire to grow in IT support.

Key Responsibilities:

• Handle incoming calls, emails, and tickets, logging and tracking incidents accurately in the Service Desk tool.
• Diagnose and resolve technical issues (hardware, software, network) or escalate to 2nd/3rd line teams when needed.
• Develop "quick win" solutions to reduce escalations and improve efficiency.
• Monitor and manage tickets to ensure SLA compliance.
• Support general IT activities, including documentation, procurement, and system updates.
• Work shift patterns (between 8am-6pm) as part of a collaborative team.

What We’re Looking For:

• Strong customer service skills (previous customer-facing role preferred).
• Basic Windows OS and Microsoft Office knowledge.
• Excellent communication and problem-solving abilities.
• Ability to work under pressure in a team environment.

Desirable (but not essential):

• IT-related diploma/NVQ or ITIL awareness.
• Experience with remote support tools.