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Information Technology Support Engineer

4 months ago

Salisbury, United Kingdom Hays Full time
IT Support Engineer | Salisbury | Hybrid | £33,500 + Benefits

Your new companynThis Facilities Management business is in a great position to add another IT Security Officer to their team. You’ll be based in their head office North of Salisbury so will require your own transport, but there is free parking available. You will be working for an organisation who provide services to the MOD and will be able to work on a hybrid basis, which will usually be 2 days a week on site just outside of Salisbury.

Your new rolenAs part of the IT Service Desk team, the IT Support Analyst will provide effective and efficient technical support to the clients' users (mainly over the phone, but also sometimes in person) to keep the business users productive.

What you will be doing:nProvide IT support to users via the IT Service Desk to ensure that our business can use IT Services as expected.nHandle and manage incoming calls and online requests to the IT Service Desk, and log within the Service Management tool (Halo).nEnsure that all IT Incidents and Service Requests are resolved in an effective, efficient, and customer-centric manner, with updates recorded in Halo as appropriate.nUnderstand and follow agreed IT Service Management processes, and ensure colleagues are informed on the best way to interact with the IT Service Desk.nCoordinate effectively with other IT Support Analysts and provide support and guidance to other IT department team members.nEnsure user awareness and compliance with relevant policies and procedures (e.g. IT Security).nIdentify and help deliver continuous improvement to IT Services.

What you'll need to succeednYou must be eligible for SC clearance (lived and worked in the UK for the last 5 years minimum)nWindows 11.nThe ‘Halo’ Service Management tool.nExperience of integrating Service Management tools with other platforms (e.g. Sharepoint) to support continuous improvement.nIT Service Desk reporting (e.g. ticket analysis, reporting on KPIs such as ‘first time fix’, trend analysis).nExperience of hardware and software refresh initiatives, including provisioning of end-user devices.nExperience of device configuration management tools, such as Microsoft Endpoint Configuration Manager (SCCM).nProblem Management (including Root Cause Analysis).nITIL Foundation certification (v3 / v4).

What you'll get in returnnWith a salary of up to £33,500, and a generous benefits package which includes access to industry-leading training/certifications, good pension, free parking, and you’ll work alongside some highly experienced and talented colleagues to share knowledge (which is actively encouraged). There’s also great opportunity to accumulate/stack holiday through their annual leave policy.