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For Companies At a Glance
- Tasks: Provide hands-on IT support, troubleshoot issues, and resolve user queries.
- Company: Reputable organisation with a strong focus on technical excellence.
- Benefits: Competitive pay, hybrid work model, and a supportive team environment.
- Other info: Opportunity for growth in a fast-paced IT environment.
- Why this job: Join a dynamic team and make a real difference in users' tech experiences.
- Qualifications: Customer service experience and solid knowledge of Windows and Microsoft Office.
The predicted salary is between 48000 - 48000 ÂŁ per year.
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: ÂŁ24 per hour (Inside IR35)
Hours: Shift-based between 8am – 5pm
Locations
1st Line IT Support Analyst in Guildford, Surrey employer: Standard 8
Contact Detail:
Standard 8 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line IT Support Analyst in Guildford, Surrey
✨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 issues, try simulating common IT problems and work through them. This hands-on approach will boost your confidence and prepare you for real-life scenarios.
✨Tip Number 3
When you get the chance to chat with potential colleagues or managers, don’t just talk about your skills—share examples of how you've helped users in the past. This shows you’re not just a techie but someone who cares about customer service too.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace 1st Line IT Support Analyst in Guildford, Surrey
Some tips for your application 🫡
Show Your Troubleshooting Skills: When you’re writing your application, make sure to highlight your troubleshooting abilities. We want to see how you think through problems and resolve them, so share specific examples of when you've successfully diagnosed and fixed issues.
Be Personable: Since this role involves a lot of user interaction, let your personality shine through in your application. We love candidates who can communicate well and handle users with confidence, so don’t be shy about showcasing your customer service experience.
Keep It Professional Yet Approachable: While we appreciate a friendly tone, remember to keep your application professional. Use clear language and avoid jargon unless it’s relevant. We want to see that you can balance being approachable with maintaining professionalism.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it makes the whole process smoother for both of us!
How to prepare for a job interview at Standard 8
✨Know Your Tech Basics
Brush up on your knowledge of Windows environments and Microsoft 365 tools. Be ready to discuss common issues you’ve resolved in the past, as this will show your hands-on experience and troubleshooting skills.
✨Show Off Your Customer Service Skills
Since this role involves a lot of user interaction, think of examples where you've successfully dealt with customers or users. Highlight your confidence in handling calls and face-to-face interactions, as this is key for the hiring team.
✨Demonstrate Problem-Solving Ability
Prepare to talk through your thought process when diagnosing issues. They want to see that you can logically troubleshoot rather than just guess. Maybe even bring a couple of scenarios where you fixed something tricky!
✨Be Ready to Discuss Teamwork
This role requires a team-first mindset, so be prepared to share experiences where you collaborated effectively with others. Emphasise how you contribute to a positive team environment and support your colleagues.