IT Support Technician

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.