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IT Service Desk Analyst

Job Posted: a month ago

Salary: £ 18 - 23 / Hour
Job Type: Contract
Location: Guildford, Surrey

Expire in: 5 hours

Job Description

IT Service Desk Analyst (1st Line)

Provide first-line support to internal users across multiple sites, following Service Desk procedures and SLAs.

Key Responsibilities

  * Act as the first point of contact for technical incidents and queries via phone, email, remote tools, and walk-ins

  * Log, update, and manage tickets accurately in the Service Desk system

  * Investigate issues using standard troubleshooting techniques, resolving where possible or escalating when required

  * Monitor Service Desk phones and inboxes, ensuring timely responses

  * Develop and maintain simple procedures for common issues (“quick wins”)

  * Review escalated tickets to ensure SLA compliance

  * Support general IT administration, including documentation and procurement

  * Carry out other tasks as directed by IT management

Essential Requirements

Qualifications

  * Diploma or NVQ in IT or a related subject (desirable, not essential)

  * Awareness of ITIL or similar frameworks is an advantage

Experience

  * General experience using computers

  * Previous customer-facing experience

Knowledge & Skills

  * Strong communication and telephone skills

  * Excellent customer service approach

  * Working knowledge of Windows and Microsoft Office (Word, Excel, Outlook)

  * Good problem-solving and analytical skills

  * Ability to work well in a team and under pressure

  * Demonstrates accountability, teamwork, and a customer-focused mindset

Before You Apply

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Bank details.
National Insurance number.
Date of birth.

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