Service Desk Analyst

An award-winning Technology services business is hiring an IT Support Engineer to join their Service Desk team in Guildford and be a dependable first-line resolver across the wider business.

This is a hands‑on ticket‑crunching role at the front line of a busy, ITIL-aligned service desk, supporting internal staff and external legal consultants day to day. You'll pick up incidents and service requests via phone, email and the ITSM tool, work through them methodically, keep users informed and escalates cleanly when needed. It suits someone who genuinely enjoys the pace of a well‑run helpdesk and takes pride in resolving a high proportion of tickets at first line.

Location:

Guildford, full time on site

• Provide professional first‑line support to internal colleagues and external legal consultants by phone, email and through the IT service management system
• Log, categorise, prioritise and progress incidents and service requests in line with agreed SLAs
• Troubleshoot issues across Windows 10/11, Microsoft 365, Teams, Outlook, printers, peripherals and mobile devices
• Handle user account, access and permissions requests in Active Directory, Entra  Microsoft 365, following approved processes
• Prepare, configure and support laptops, desktops and other end‑user devices, including Intune‑managed kit
• Escalate unresolved or higher‑risk issues to 2nd and 3rd Line with accurate diagnostic information
• Keep tickets, resolution notes and knowledge articles clear, current and useful for the wider team
• Contribute to service improvement, problem management and change activities
• Maintain a professional, security‑conscious and customer‑focused approach at all times

• Solid experience in a Help Desk, Service Desk, IT Support or Technical Support role with a high volume of tickets
• Good working knowledge of Windows 10/11 and Microsoft 365, including Outlook, Teams and One Drive
• Practical understanding of common hardware, software, printing, connectivity and user‑access issues
• Experience using an ITSM or ticketing system such as Service Now, HaloITSM or Fresh service
• Basic understanding of Active Directory, Entra , device management and information security principles
• Ability to diagnose methodically, judge when to escalate and document actions clearly
• Strong customer service mindset and clear communication with users of varying technical ability

• Experience supporting Intune‑managed devices or Azure Virtual Desktop environments
• Exposure to Power Shell, automation or scripting for routine support tasks
• Basic Dynamics 365 troubleshooting experience
• ITIL Foundation, CompTIA A+ or Microsoft certification

This role would suit a first‑line engineer who takes pride in getting through tickets properly and wants to build a career within a modern, well‑run IT function inside a legal tech environment.