IT Support Analyst - First Line Support Engineer. Tilshead LilyLifestyle

IT Service Desk Analyst, First Line Support Engineer, Windows 10/11

Local to the Salisbury area, required for our services client.

Paying £30K-35K per year (dependent upon experience) with excellent benefits and the opportunity to become certified in ITIL v.4 and Comptia as well as SC Security Cleared.

Based near to Salisbury, Wiltshire, South West - commutable from Trowbridge, Bath, Shaftesbury, Devizes, you will join a small, friendly team of IT Support Analysts.

To work on site 5 days a week initially, reducing to 4 days a week once probationary period is complete.

This role is a perfect fit for an IT Helpdesk Analyst, IT Support Analyst looking for technical growth in ITIL and Comptia.

• Provide IT support to users via the IT Service Desk-mainly over the phone, but also sometimes in person.
• 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; escalated to 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 lifecycle.

• 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.

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