1st Line IT Support Analyst
6-month contract | £24 per hour | Inside IR35 | Hybrid – Guildford
We’re representing a well-run, technically credible organisation looking to bring in a solid 1st Line Support Analyst to keep the wheels turning on their service desk.
This isn’t a “log it and pass it on” environment. You’ll be expected to think, troubleshoot properly, and resolve what you can before escalating. If you like being hands-on and actually fixing things, you’ll be in your element here.
The Role
You’ll sit within the IT Service Desk team, acting as the first point of contact for users across multiple sites. Calls, emails, walk-ups — you’ll handle the lot.
Day to day, you’ll be:
* Taking ownership of incoming incidents and requests — not just logging and moving on
* Diagnosing issues across Windows environments and Microsoft 365 tools
* Fixing what you can at first touch, escalating only when it makes sense
* Keeping ticket notes sharp and audit-ready — no vague one-liners
* Supporting users face-to-face when they show up at the desk
* Spotting repeat issues and helping build quick fixes / standard solutions
* Keeping an eye on escalations to make sure nothing slips past SLA
There’s also a bit of general IT admin in the mix — documentation, basic procurement, keeping things tidy behind the scenes.
What They’re Looking For
This isn’t about ticking every box — it’s about attitude and capability.
You’ll need:
* Experience in a customer-facing role (IT or otherwise)
* Confidence dealing with users — on the phone and in person
* Solid grounding in Windows and Microsoft Office (Word, Excel, Outlook)
* The ability to troubleshoot logically rather than guess and hope
* A team-first mindset — no lone wolves here
* Composure under pressure when things get busy
Nice to have:
* Exposure to ITIL or structured service environments
* Any formal IT qualification (useful, not essential)
The Setup
* Location: Guildford (hybrid working)
* Contract: 6 months
* Rate: £24 per hour (Inside IR35)
* Hours: Shift-based between 8am – 5pm