Technical Support Analyst
Location: Guildford (On-site)
Contract Type: 3 months + extensions
We’re looking for an experienced 2nd Line Technical Support Analyst to join a busy and collaborative IT team, providing high-quality technical support across multiple sites. This is a great opportunity for someone with solid technical knowledge, strong troubleshooting ability, and a passion for delivering excellent customer service.
The Role
As a 2nd Line Technical Support Analyst, you’ll take ownership of service desk tickets, ensuring timely and professional resolution in line with SLAs. You’ll diagnose, troubleshoot, and resolve IT issues, escalating where necessary, while maintaining clear communication with users throughout.
You’ll also play a key role in maintaining and improving IT systems, supporting desktop and laptop builds, installing software and hardware, and assisting with wider technology projects and upgrades.
Key Responsibilities
* Manage and resolve assigned tickets, ensuring full lifecycle ownership through to closure.
* Diagnose and troubleshoot incidents across software, hardware, and networking.
* Build, configure, and deploy laptops and desktops.
* Install, configure, and maintain IT hardware and software.
* Research, recommend, and implement new IT solutions and technologies.
* Keep technical and operational documentation up to date.
* Act as the final point of escalation for most user incidents and requests.
* Deputise for the IT Service Delivery Manager when required.
About You
* Certificate or Diploma in Computing (or equivalent); ITIL certification desirable.
* Strong experience supporting and administering Windows 10/11 environments.
* Hands-on knowledge of MECM/Intune, networking, and common enterprise applications.
* Proven skills in diagnostics, troubleshooting, and problem-solving.
* Experience with hardware (desktops, laptops, softphones) and virtualisation.
* Excellent communication and teamwork skills with a proactive, customer-first mindset.
* Able to manage workload effectively and remain calm under pressure.
* Willing to work flexibly, including occasional out-of-hours support.