IT Support Analyst - Tilshead

• 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 assets lifecycle

Technologies:

• Android
• Support
• ITIL
• Network
• Security
• Windows
• Office 365

More:

We are looking for an enthusiastic, proactive Support Analyst to join our small Service Desk team based in Tilshead, offering a hybrid work environment. We provide effective and efficient technical support primarily over the phone, but also in person as necessary. Our team is committed to promoting equality and inclusion for all, and we strive to create a welcoming workplace for diverse talents.

• 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