Salary DOE, 25 Days Holiday, Pension Scheme, Some remote Working.  Candidates must reside within the Salisbury region.

Reports to IT Manager

The IT Service Desk Analyst (ITSDA) will play a crucial role in providing technical assistance and support to end-users, ensuring smooth and efficient operation of their computer systems and applications. You will be responsible for diagnosing and resolving hardware and software issues, servicing IT requests and ensuring IT processes and polices are adhered to and escalating more complex problems when necessary whilst delivering exceptional customer service to our internal users. You will aim to provide excellent customer service, solving technical challenges, and contributing to a collaborative IT team.

The Candidate

• Previous experience in a service desk or technical support role is essential (2 year's experience or more is desirable).
• Proficient in troubleshooting Windows operating system, with familiarity with M365, Active Directory, Microsoft Teams, SaaS, PaaS and basic networking concepts.
• Knowledge of Solarwinds service desk, BigHand (Dictation), Partner (case management), Oyez (legal forms), IRIS/Sage, TeamViewer would also be an advantage.
• Strong interpersonal and communication skills.
• Patience and the ability to remain calm under pressure.
• Analytical and problem-solving mindset.
• Willingness to learn and adapt to new technologies.

The Role

• Technical Support - Provide first-line technical support to end-users via phone,  remote access, email, or in-person. Diagnose and troubleshoot hardware, software, and network-related issues. Guide users through step-by-step solutions in a clear and concise manner.
• Incident Management - Log and track incidents in the service desk ticketing system. Prioritise and escalate incidents based on urgency and impact. Ensure timely resolution of issues and adherence to service level agreements (SLAs).
• Customer Service - Deliver excellent customer service by actively listening to users and empathising with their concerns. Keep end-users informed of incident progress, notifying them of impending changes or agreed outages. Provide user training and support for various applications and technologies.
• Documentation - Create and maintain accurate and detailed documentation of common issues and their resolutions. Contribute to the knowledge base and ensure it is kept updated to facilitate efficient problem resolution.
• Collaboration: - Collaborate with 2nd line support and Service Providers to resolve complex technical issues. Escalate issues to appropriate team when necessary.