2nd line support

1 month ago

Salisbury, United Kingdom Hays Full time

2nd line support | Tilshead | Hybrid | £35,000 + Benefits


Your new company

This Facilities Management business is in a great position to add another Engineer to their service desk. 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 role

As 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:

  • Provide IT support to users via the IT Service Desk to ensure that our business can use IT Services as expected.
  • 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.


What you'll need to succeed

You must be eligible for SC clearance (lived and worked in the UK for the last 5 years minimum)

  • Windows 11.
  • 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 you'll get in return

With a salary of up to £35,000, 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.

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