IT Service Desk Analyst (1st Line Support)
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