Information Technology Support Analyst

IT Service Desk Analyst (1st Line Support)

Location: Guildford

Contract: 12 months

Pay Range: Provided by 4

Square Recruitment Ltd. Your actual pay will be based on your skills and experience – talk with your recruiter to learn more.

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.

• 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 phoneanın 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 overnight by the Service Delivery Manager or Head of IT.
• General experience using computers and IT systems.

• Previous experience in a customer‑facing role.
• Strong communication and telephone skills.
• 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.
• Diploma, NVQ or qualification in IT or a related subject.
• Awareness of ITIL or equivalentgebnisse service management frameworks.