IT Support Analyst, Salisbury/Hybrid, £30K-£35K (Must be eligible for Security Clearance - min 5 years UK residency)
We're looking for an enthusiastic, proactive Support Analyst to be part of a small Service Desk team based in Tilshead. You will provide effective and efficient technical support to users mainly over the phone, but also sometimes in person.
What You'll Do:
* Provide IT support to users via the IT Service Desk
* Handle and manage incoming calls and online requests and log within the Service Management tool (Halo).
* Through troubleshooting and fault diagnosis, triage and resolve user issues as a first call fix wherever possible; escalate to agreed 2nd line support teams as appropriate and ensure customers are kept informed of progress.
* Provide on-site support in regions as required.
* Assist the IT Service Desk Lead in preparing IT Operations, management information and reports.
* Conduct software license management activities associated with user requests.
* Ensure all assets are managed and tracked throughout the asset's life cycle.
Experience/Skills You'll Need:
* Windows 10 and 11, MS Office 2016, 2019, O365.
* Experience working in a distributed/hybrid multi-office environment.
* IT Service tickets (incidents, requests, problems)
* End user-device installation, configuration and troubleshooting of Windows desktops, laptops and Android tablets
* IT Security good practices
* Software license management and tracking.
* Experience supporting end user network connectivity (Broadband, 4G, Starlink).
* ITIL v4 Foundation
* CompTIA A+ certification or equivalent recent certification.
* UK Drivers License
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