Salary: £25,000 - 30,000 per year Requirements: 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) Ability to troubleshoot logically rather than guess and hope 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) Responsibilities: 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 Performing general IT admin tasks such as documentation and basic procurement Technologies: Excel Support ITIL Microsoft 365 Windows Office 365 More: We are a well-run, technically credible organization looking to bring in a solid 1st Line Support Analyst to maintain our service desk. This is a hands-on role where you will be expected to troubleshoot and resolve issues before escalating. We offer a 6-month contract based in Guildford with hybrid working options, at a rate of £24 per hour (Inside IR35). Our team values a collaborative environment, and we are dedicated to providing excellent support to our users. last updated 19 week of 2026