IT Support Analyst
Gloucester (on site)
6 Month Contract
Rate: £180 - £190 per day (Inside IR35)

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:

• 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.