IT Service Desk technician
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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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