IT Support Technician

1st Line IT Service Desk Analyst (Inside IR35 Contract)

Location: Crawley, Sussex (Hybrid: 2-3 days per week in-office)

Contract Status: Inside IR35

Day Rate: £160 – £180 per day

About The Role

A leading global technology and electronics organisation is seeking a Temporary IS Service Desk Analyst (1st Line) to join its European Operations team. This contract role is key to delivering timely, efficient, and customer‑focused technical support, acting as the first point of contact for all IT‑related queries across a diverse European user base.

You will play a critical role in ensuring seamless business operations by resolving incidents at first contact where possible and coordinating effectively with 2nd line and specialist teams when required.

Key Responsibilities

• First Point of Contact: Provide IT support via phone, email, ticketing system, or face‑to‑face, delivering a high level of customer service across multiple regional sites.
• Ticket Management: Log, categorise, prioritise, and manage tickets within the company ticketing system (Freshservice), ensuring accurate documentation and adherence to SLA targets.
• Technical Troubleshooting: Diagnose and resolve common issues relating to PCs, laptops, mobile devices, access requests, and standard applications, aiming for a high first‑time fix rate.
• Ownership & Escalation: Take ownership of user issues through to resolution, escalating unresolved or complex incidents to 2nd line support with clear and structured information.
• User Guidance: Provide clear, step‑by‑step guidance to end users, ensuring issues and solutions are communicated in a simple and professional manner.
• Documentation: Maintain and contribute to knowledge base articles, ensuring recurring issues and solutions are documented for future efficiency.
• Continuous Improvement: Identify trends, recurring issues, and opportunities to improve support processes, user experience, and service quality.

Preferred Skills And Experience

• Previous experience in a 1st Line IT Support / Helpdesk role.
• Familiarity with enterprise ticketing tools (e.g., Freshservice, ServiceNow, or similar).
• Working knowledge of:
  • Windows OS and Microsoft Office 365.
  • PC and laptop hardware troubleshooting.
  • Mobile device support (iOS).
• Basic understanding of:
  • Active Directory (user account management, password resets).
  • Remote support tools.
• Strong troubleshooting skills with the ability to follow structured processes.
• Proficiency in English; additional European languages or Japanese are an advantage but not essential.

Ideal Candidate Profile

• User‑Oriented: A professional, patient attitude with the ability to handle high volumes of requests and occasionally challenging situations.
• Strong Communicator: Clear and effective verbal and written communication, tailored easily to non‑technical users.
• Organised: Ability to manage multiple tickets simultaneously while maintaining quality and meeting deadlines.
• Detail‑Oriented: Accurate logging, documentation, and follow‑up of incidents and requests.
• Collaborative: A strong team player who works effectively with colleagues across regions and support levels.
• Adaptable: A flexible, proactive approach with a willingness to learn and develop within the role.
• Security Conscious: Understanding of IT security principles and strict adherence to company policies and procedures.

#J-18808-Ljbffr…