IT Service Desk

1 week ago

Gloucester, Gloucestershire, United Kingdom DataCareers Full time £18,000 - £45,000 per year

**IT Service Desk technician

Gloucester (hybrid)

6 Month Contract

Rate: £180 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.

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