At a Glance
- Tasks: Provide hands-on IT support, troubleshoot issues, and resolve user queries.
- Company: Reputable tech organisation with a focus on service excellence.
- Benefits: Competitive pay, hybrid work model, and valuable experience in IT support.
- Other info: Great opportunity for growth in a supportive environment.
- Why this job: Join a dynamic team and make a real difference in users' tech experiences.
- Qualifications: Customer-facing experience and solid knowledge of Windows and Microsoft Office.
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
1st Line IT Support Analyst in Guildford employer: Standard 8 Recruitment Ltd
Join a dynamic and supportive team in Guildford as a 1st Line IT Support Analyst, where your troubleshooting skills will be valued and put to the test. With a focus on hands-on problem-solving and a culture that encourages collaboration, you'll have the opportunity to grow your technical expertise while making a real impact on user experience. Enjoy the benefits of hybrid working, competitive pay, and a workplace that prioritises employee development and satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line IT Support Analyst in Guildford
✨Tip Number 1
Get to know the company before your interview. Research their values, culture, and recent projects. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your troubleshooting skills! Since this role is all about diagnosing and fixing issues, brush up on common problems in Windows and Microsoft 365. Being able to demonstrate your problem-solving abilities can really set you apart.
✨Tip Number 3
Prepare some examples from your past experiences where you've successfully handled customer queries or technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace 1st Line IT Support Analyst in Guildford
Some tips for your application 🫡
Show Your Problem-Solving Skills:When writing your application, make sure to highlight your troubleshooting abilities. We want to see how you think through problems and come up with solutions, especially in a customer-facing role like this one.
Be Personable:Since you'll be dealing with users directly, let your personality shine through in your application. We love candidates who can communicate well and show confidence when interacting with others, whether it's on the phone or face-to-face.
Keep It Professional Yet Approachable:While we appreciate a friendly tone, remember to keep your application professional. Use clear language and avoid jargon, but don’t hesitate to show us your enthusiasm for the role and the company!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the process smoother for everyone involved!
How to prepare for a job interview at Standard 8 Recruitment Ltd
✨Know Your Tech
Brush up on your knowledge of Windows environments and Microsoft 365 tools. Be ready to discuss specific troubleshooting scenarios you've encountered in the past, as this will show your hands-on experience and problem-solving skills.
✨Customer Service Mindset
Since this role is customer-facing, think about examples where you've successfully dealt with users, whether over the phone or in person. Highlight your ability to stay calm under pressure and how you’ve resolved issues efficiently.
✨Show Ownership
Prepare to demonstrate your proactive approach to handling incidents. Share instances where you took ownership of a problem from start to finish, rather than just logging it and moving on. This will align perfectly with what they’re looking for.
✨Team Player Attitude
Emphasise your team-first mindset during the interview. Think of examples where collaboration led to better outcomes, and be ready to discuss how you can contribute to a positive team environment in their service desk.
