IT Service Desk technician
Gloucester (hybrid)
6 Month Contract
Rate: £200 per day (Inside IR35)
Essential Skills: NPPV3 police cleared, Driving license, Active Directory / Exchange Management Console / Windows 10 and 11 / Intune / Microsoft Office 2016 and 365 / Outlook experience / Sharepoint, Understanding of Incident/Problem/ Change Management and Configuration Management processes – preferably to ITIL V4 Foundation standard.
We are working with a leading public sector organisation seeking an experienced IT Support Analyst to join their busy internal support team on a contract basis.
This is a hands-on role providing first and second-line technical support to users across a wide range of systems and services. You’ll be responsible for resolving incidents and service requests, supporting hardware and software issues, and ensuring a high standard of customer service.
Due to the nature of the role existing or recent NPPV3 or SC Clearance is highly desirable.
Key Responsibilities:
- Provide front-line IT support to staff via phone, self-service portal, and occasional in-person walk-ups.
- Troubleshoot and resolve incidents related to desktop, laptop, network, and application issues.
- Support users with Windows 10/11, Microsoft Office 2016/365, Outlook, SharePoint, and other standard tools.
- Log and manage support tickets in the organisation’s ITSM tool (IFS Assyst).
- Escalate issues in line with agreed processes and service levels.
- Visit user desks or remote offices when required to provide on-site support and equipment setup.
- Maintain accurate asset and configuration records.
- Contribute to knowledge base articles and standard operating procedures.
Skills and Experience:
- NPPV3 cleared or recently lapsed
- Proven experience in a Service Desk or 1st/2nd Line IT Support role.
- Strong knowledge of:
- Windows 10/11
- Microsoft 365 (Outlook, Office, SharePoint)
- Active Directory and Exchange Management Console
- Intune device management
- Good understanding of ITIL-based processes (incident, change, problem, configuration).
- Experience with ITSM tools such as IFS Assyst (or similar).
- Excellent communication skills and a strong customer service approach.
- Able to adapt quickly, think on your feet, and work effectively in a dynamic support environment.