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 working, and a dynamic team environment.
- Other info: Opportunity for growth in a fast-paced, collaborative setting.
- Why this job: Join a supportive team and make a real difference in users' tech experiences.
- Qualifications: Customer-facing experience and solid knowledge of Windows and Microsoft Office.
The predicted salary is between 48000 - 48000 € per year.
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.
- 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.
- 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
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 collaborative work culture, you'll have the opportunity to grow your expertise while making a real impact on user experience. Enjoy the benefits of hybrid working, competitive pay, and a commitment to employee development in a technically credible organisation that prioritises quality service delivery.
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 answers 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 for scenario-based questions. Think about how you would handle specific situations, like a frustrated user or a tricky technical issue. This shows you can think on your feet and handle pressure, which is key for a 1st Line Support Analyst.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar 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 Troubleshooting Skills:When 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-facing experience.
Keep It Clear and Concise:We appreciate clarity! Make sure your application is easy to read and straight to the point. Avoid vague statements and instead provide clear, audit-ready details about your experiences and skills relevant to the role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Standard 8
✨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.
✨Showcase Your Customer Service Skills
Prepare examples from previous roles where you successfully handled customer interactions. Highlight how you took ownership of issues and resolved them, demonstrating your confidence in dealing with users both over the phone and face-to-face.
✨Think Like a Team Player
Emphasise your ability to work collaboratively. Share instances where you contributed to team success or helped build standard solutions for repeat issues. This will align with their desire for a team-first mindset.
✨Stay Composed Under Pressure
Be ready to discuss how you manage stress during busy periods. Share techniques you use to maintain composure and ensure that nothing slips past SLA, which is crucial for a role in IT support.
