IT Support Specialist

4 days ago

Salisbury, Wiltshire, United Kingdom Hays Specialist Recruitment Limited Full time
About the Role

We are seeking an experienced IT Support Analyst to join our team at Hays Specialist Recruitment Limited. As an IT Support Analyst, you will be responsible for providing technical support to our clients' users, ensuring that they can use IT services as expected.

Key Responsibilities
  • Provide effective and efficient technical support to users via the IT Service Desk.
  • Handle and manage incoming calls and online requests to the IT Service Desk, and log within the Service Management tool (Halo).
  • Ensure that all IT Incidents and Service Requests are resolved in an effective, efficient, and customer-centric manner, with updates recorded in Halo as appropriate.
  • Understand and follow agreed IT Service Management processes, and ensure colleagues are informed on the best way to interact with the IT Service Desk.
  • Coordinate effectively with other IT Support Analysts and provide support and guidance to other IT department team members.
  • Ensure user awareness and compliance with relevant policies and procedures (e.g. IT Security).
  • Identify and help deliver continuous improvement to IT Services.
Requirements
  • Windows 11.
  • The 'Halo' Service Management tool.
  • Experience of integrating Service Management tools with other platforms (e.g. Sharepoint) to support continuous improvement.
  • IT Service Desk reporting (e.g. ticket analysis, reporting on KPIs such as 'first time fix', trend analysis).
  • Experience of hardware and software refresh initiatives, including provisioning of end-user devices.
  • Experience of device configuration management tools, such as Microsoft Endpoint Configuration Manager (SCCM).
  • Problem Management (including Root Cause Analysis).
  • ITIL Foundation certification (v3 / v4).
What We Offer

We offer a competitive salary of up to £33,500, a generous benefits package, and the opportunity to work with a highly experienced and talented team. You will also have access to industry-leading training and certifications, a good pension, and free parking.

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