1st Line Support

1st Line Technical Support Analyst (6-12 month contract)

Location: Guildford Contract: Inside IR35 Hours: Full-time, shift-based (covering 8am–6pm)

About the Role

We’re recruiting on behalf of a leading technology client for a 1st Line Technical Support Analyst to join their busy IT Service Desk team. This is a fantastic opportunity for someone with strong communication skills and a passion for IT support to work in a dynamic environment, providing first-class service to internal users across multiple sites.

What You’ll Be Doing

• Be the first point of contact for technical queries via phone, email, and remote tools.
• Log and manage incidents accurately in the Service Desk system, ensuring detailed notes and timely updates.
• Troubleshoot and resolve issues where possible, escalating when necessary.
• Monitor Service Desk queues and respond promptly to calls and emails.
• Help develop quick-win solutions and SOPs for common issues.
• Review escalated tickets to ensure SLA compliance.
• Assist with general IT administration, including documentation and procurement.

What We’re Looking For

• Previous experience in a customer-facing IT support role.
• Strong communication and telephone skills.
• Excellent customer service and problem-solving abilities.
• Good knowledge of Windows operating systems and Microsoft Office suite.
• Ability to work under pressure and as part of a team.
• Awareness of ITIL principles (desirable).
• Flexible approach to working hours within a shift pattern.

What’s in It for You

• Competitive day rate (Inside IR35).
• Opportunity to work with a leading technology organisation.
• Supportive team environment and professional development opportunities.

If you're interested in applying to this role, please send your CV to me at