Service Desk Analyst

JR United Kingdom; Woking; On-site; GBP 25,000 - 35,000; Full time

Job summary

Une entreprise dynamique recherche un Analyste 1ère ligne pour son équipe IT. Vous serez le premier point de contact pour les utilisateurs internes, en fournissant un soutien technique. Ce rôle requiert de bonnes compétences en communication et un fort esprit de résolution de problèmes. Une expérience préalable ou une connaissance de l'OS Windows est souhaitée.

Qualifications

• Connaissances de base de Windows OS et Microsoft Office.
• Capacité à travailler sous pression dans un environnement d'équipe.

Responsibilities

• Gérer les appels, emails et tickets, en enregistrant les incidents dans l'outil de Service Desk.
• Diagnostiquer et résoudre des problèmes techniques ou escalader aux équipes de niveau 2/3.
• Développer des solutions rapides pour améliorer l'efficacité.

Skills

Communication

Problem Solving

Teamwork

Education

IT-related diploma/NVQ

Job description

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IT Service Desk Analyst (1st Line Support)

Location: Guildford

Employment Type: Contract inside IR35

Contract is 12 months

About the Role:

Join a dynamic IT team as a 1st Line Service Desk Analyst, providing essential technical support to internal users across multiple sites. You’ll be the first point of contact for IT incidents and queries, ensuring smooth operations and excellent customer service in line with SLAs.

This is a fantastic opportunity for someone with strong communication skills, a passion for problem-solving, and a desire to grow in IT support.

Key Responsibilities:

• Handle incoming calls, emails, and tickets, logging and tracking incidents accurately in the Service Desk tool.
• Diagnose and resolve technical issues (hardware, software, network) or escalate to 2nd/3rd line teams when needed.
• Develop "quick win" solutions to reduce escalations and improve efficiency.
• Monitor and manage tickets to ensure SLA compliance.
• Support general IT activities, including documentation, procurement, and system updates.
• Work shift patterns (between 8am–6pm) as part of a collaborative team.

What We’re Looking For:

• Basic Windows OS and Microsoft Office knowledge.
• Excellent communication and problem-solving abilities.
• Ability to work under pressure in a team environment.

Desirable (but not essential):

• IT-related diploma/NVQ or ITIL awareness.