IT Service Desk Analyst (1st Line Support)
Posted 5 days ago by 4Square Recruitment Ltd
£22 Per hour
Undetermined
Undetermined
Guildford, Surrey
Summary: The IT Service Desk Analyst (1st Line Support) role involves providing front-line technical support to internal users across multiple sites in Guildford. The analyst will be the first point of contact for IT-related incidents and service requests, ensuring accurate logging and efficient investigation of issues. This position requires a customer-focused approach and adherence to Service Level Agreements (SLAs). The role is contract-based for 12 months.
Key Responsibilities:
- Act as the first point of contact for IT support, handling incidents and requests via phone, email, and remote support tools
- Accurately log all support requests in the Service Desk system, including detailed notes of actions taken
- Perform initial fault diagnosis and troubleshooting, resolving issues where possible or escalating appropriately
- Monitor Service Desk queues, email inboxes, and DDI phone lines to ensure timely responses
- Develop and maintain standard operating procedures (SOPs) for common “quick win” fixes
- Regularly review escalated tickets to ensure SLAs are being met
- Support general IT administration tasks, including documentation and procurement
- Carry out additional tasks as required by the Service Delivery Manager or Head of IT
Key Skills:
- General experience using computers and IT systems
- Previous experience in a customer-facing role
- Strong communication and telephone skills
- Excellent customer service mindset
- Working knowledge of Windows operating systems
- Familiarity with Microsoft Office applications
- Good analytical and problem-solving skills
- Ability to work effectively as part of a team
- Comfortable working under pressure in a fast-paced environment
- Desirable: Diploma, NVQ or qualification in IT or a related subject
- Awareness of ITIL or equivalent service management frameworks
Salary (Rate): £22 per hour
City: Guildford
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Detailed Description From Employer:
IT Service Desk Analyst (1st Line Support) Location: Guildford Contract: 12 months The Role We are looking for a customer-focused 1st Line IT Service Desk Analyst to join our IT team, providing front-line technical support to internal users across multiple sites. You will act as the first point of contact for IT-related incidents and service requests, ensuring issues are logged accurately, investigated efficiently, and either resolved or escalated in line with agreed Service Level Agreements (SLAs). Key Responsibilities Act as the first point of contact for IT support, handling incidents and requests via phone, email, and remote support tools Accurately log all support requests in the Service Desk system, including detailed notes of actions taken Perform initial fault diagnosis and troubleshooting, resolving issues where possible or escalating appropriately Monitor Service Desk queues, email inboxes, and DDI phone lines to ensure timely responses Develop and maintain standard operating procedures (SOPs) for common “quick win” fixes Regularly review escalated tickets to ensure SLAs are being met Support general IT administration tasks, including documentation and procurement Carry out additional tasks as required by the Service Delivery Manager or Head of IT Essential Skills & Experience General experience using computers and IT systems Previous experience in a customer-facing role Strong communication and telephone skills Excellent customer service mindset Working knowledge of Windows operating systems Familiarity with Microsoft Office applications Good analytical and problem-solving skills Ability to work effectively as part of a team Comfortable working under pressure in a fast-paced environment Desirable Diploma, NVQ or qualification in IT or a related subject Awareness of ITIL or equivalent service management frameworks