Frontline IT Support Analyst — Service Desk

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

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.