1st Line Support

Service Desk Analyst – 1st Line Support

Contract: 18 months

Rate: Up to £200 per day

Hybrid - Crawley

Start: ASAP

The Role

Our client is looking for a 1st Line Service Desk Analyst to join their European IT Operations team on an initial 18-month contract.

You'll act as the first point of contact for IT support, providing responsive, customer-focused technical assistance to users across multiple European locations.

The role will suit someone with previous Service Desk, Helpdesk or 1st Line Support experience who is confident troubleshooting everyday IT issues and providing a high standard of support to non-technical users.

Key Responsibilities

• Provide 1st Line IT support via phone, email, ticketing system and face-to-face.
• Log, categorise, prioritise and manage incidents and service requests through Freshservice.
• Troubleshoot and resolve issues across Windows, Microsoft 365, PCs, laptops and mobile devices.
• Support basic Active Directory requests, including account management and password resets.
• Use remote support tools to diagnose and resolve user issues.
• Take ownership of tickets through to resolution and escalate more complex incidents to 2nd Line Support where required.
• Work within agreed SLAs, ensuring tickets are accurately documented and regularly updated.
• Provide clear technical guidance to non-technical users.
• Maintain knowledge-base documentation and record recurring issues and resolutions.
• Identify trends and opportunities to improve IT support processes and user experience.

Skills & Experience

We're looking for someone with:

• Previous experience within a 1st Line IT Support / Service Desk / Helpdesk environment.
• Good working knowledge of Windows and Microsoft Office 365.
• Experience troubleshooting PC and laptop hardware.
• Experience supporting iOS/mobile devices.
• Basic knowledge of Active Directory.
• Experience using ticketing platforms such as Freshservice, ServiceNow or similar.
• Familiarity with remote support tools.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• A customer-focused approach and the ability to explain technical issues clearly.
• Ability to manage multiple tickets and priorities within a busy support environment.
• Good understanding of IT security policies and processes.

If you are interested please apply or send your CV to [email protected]