Job Description
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
SmartSourcing are a Disability Confident Employer and we promote, celebrate and value diversity, we are committed to promoting equality and inclusion for all.