It Support Analyst

IT Support Analyst, Salisbury/Hybrid, £30K-£35K (Must be eligible for Security Clearance - min 5 years UK residency) We're looking for an enthusiastic, proactive Support Analyst to be part of a small Service Desk team based in Tilshead. You will provide effective and efficient technical support to users mainly over the phone, but also sometimes in person. What You'll Do: * 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 asset's lifecycle. Experience/Skills You'll Need: * 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 - SmartSourcing are a Disability Confident Employer and we promote, celebrate and value diversity, we are committed to promoting equality and inclusion for all