1st Line Technical Support Analyst

Surrey Satellite Technology Ltd.; Guildford; On-site; GBP 80,000 - 100,000; Full time

Job summary

A technology services provider in Guildford seeks a Service Desk Analyst for 1st line support role. You will provide technical assistance, log helpdesk issues, and ensure SLA compliance. Ideal candidates should have strong communication skills and be able to work under pressure. A diploma in an IT-related field is desirable but not essential. This full-time position requires flexibility in hours between 8 AM and 6 PM, offering a supportive and team-oriented work environment.

Qualifications

• General experience with using computers.
• Previous customer facing role.
• Awareness of ITIL or equivalent would be an advantage.

Responsibilities

• Perform 1st line duties for the Information Technology Service Desk.
• Receive calls from users regarding technical incidents or queries.
• Accurate logging of helpdesk submissions in the Service Desk tool.
• Preliminary investigation of requests via telephone or email.
• Continued development of SOP’s for quick win solutions.
• Monitor Service Desk email systems and phones.
• Regular review of escalated tickets to ensure SLA compliance.
• Administration of general IT activities.

Skills

Strong communications/telephone skills

Excellent customer service skills

Knowledge of Windows operating system

Knowledge of the Microsoft Office suite

Good analytical and problem solving skills

Ability to work in a team environment

Ability to work under pressure

Education

Diploma or NVQ in IT related or communications subject

Job description

*Role sits inside IR35*

Key Purpose of Job

Perform 1st line duties for the Information Technology Service Desk in accordance with all Service Desk procedures and SLA’s, providing support for internal users within SSTL across multiple sites.

Key Tasks

• Receive calls from users in relation to any technical incident or query
• Accurate logging of helpdesk submissions into the IT Group’s Service Desk tool along with full notes of actions taken
• Preliminary investigation of all requests via telephone, email or remote admin tools, resolving or escalating as necessary using generic fault finding techniques
• Continued development of SOP’s for ‘quick win’ solutions where tickets can be resolved before escalation
• Monitoring of Service Desk email systems and phones – Taking calls to the Group’s DDI
• Regular review of escalated tickets to ensure they are maintaining Service Level Agreements (SLA’s)
• Administration of general IT activities, including documentation and procurement
• Other tasks as directed by the Service Delivery Manager/Head of IT

PERSON SPECIFICATION (essential requirements)

Qualifications

• Diploma or NVQ in IT related or communications subject desirable but not essential
• Awareness of ITIL or equivalent would be an advantage.

Experience

• General experience with using computers
• Previous customer facing role

Knowledge & Skills

• Strong communications/telephone skills
• Excellent customer service skills
• Knowledge of Windows operating system
• Knowledge of the Microsoft Office suite
• Good analytical and problem solving skills
• Ability to work in a team environment
• Ability to work under pressure
• Able to demonstrate company mindsets; accountability, one team, customers and projects rule and audacity

Hours

Full time. Hours will be on a shift basis within the team to cover a period between 8am and 6pm.

Location

SSTL prides itself on being a super flexible company. The role is based in our Head Office in Guildford.