Service Desk Analyst

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.

• 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; elevate to agreed 2nd line support teams as appropriate and keep customers 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.

• 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 Driver’s License.

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