Job Description
IT Service Desk Technician
Gloucester (on site)
Salary: £32 – 34K + a range of UK Employee Benefits including excellent Pensions scheme
Key skills: Active Directory, Exchange, Windows 10/11, Intune, MS Office 2016 and 365, Outlook, SharePoint, ITIL
Our client is a high-profile organisation with a successful Service Desk team delivering first class frontline support service to their Users.
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, within SLA’s.
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).
- 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.
** You need to have lived and worked in the UK for the last 5 years in order to be eligible for the necessary security clearance required for this role **