Job Details
IT Support Analyst Wiltshire 33,500 (Permanent)
Location: Salisbury Country: UK Rate: 33.5k
IT Support Analyst (Windows 10, Microsoft 2016, ITIL)
(Salisbury/Hybrid)
You must be eligible for SC clearance (lived and worked in the UK for the last 5 years minimum)
Up to 33,500
Please note the role is fully office based on-site - Monday - Friday. You need to live within commutable distance of Salisbury and due to our clients location, own transport is essential
Our client provides infrastructure and support services to the armed forces.
Role:
As part of the IT Service Desk team, the IT Support Analyst will provide effective and efficient technical support.
What you will be doing:
Provide IT support to users via the IT Service Desk.
Handle and manage incoming calls and online requests to the IT Service Desk.
Ensure that all IT Incidents and Service Requests are resolved in an effective, efficient, and customer-centric manner.
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.
Understand and follow agreed IT Service Management processes, and ensure colleagues are informed on the best way to interact with the IT Service Desk.
Provide on-site support in regions as required.
Identify and help deliver continuous improvement to IT Services.
What you will need to be/have:
Proficient in Microsoft operating systems and applications, including Microsoft Office 2016+ and Windows 10.
'significant IT support experience in a distributed/hybrid multi-office environment.
'strong knowledge and experience in Service Management/Service Desk tools to capture, manage, resolve and report on IT Service tickets (incidents, requests, problems, etc.)
Proficient in end user-device installation and configuration (desktops, laptops, tablets) and printing/imaging devices.
'strong experience of IT Security good practices and tools (eg Anti-virus software).
Good experience software licensing good practices and tools/portals.
Knowledge of communication technologies including remote access (Dial-up/ADSL), leased lines, and domain names
Knowledge of ITIL best practices for Service Management.
Ideally have:
Windows 11
The Halo Service Management tool.
Experience of integrating Service Management tools with other platforms (eg Sharepoint) to support continuous improvement.
IT Service Desk reporting
Experience of device configuration management tools, such as Microsoft Endpoint Configuration Manager (SCCM).
Problem Management (including Root Cause Analysis).
Microsoft Volume Licensing/Office 365 Admin Portal.
ITIL Foundation certification (v3/v4).
Posted Date: 17 Jul 2024 Reference: JSSS/SDSAREP3359 Employment Agency: SmartSourcing Ltd Contact: Sharon Derbyshire