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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 lifecycle.

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