IT Service Desk Technician - NPPV3 Cleared

We're supporting a secure public safety organisation seeking an experienced Service Desk Engineer to join an established ICT support function. This is a hands-on role providing first and second-line support across a range of end-user technologies. You'll manage incidents and service requests, support hardware and software issues, and work within defined ITIL-aligned processes in a highly controlled environment. Location: Gloucester (hybrid, on-site several times per week). Contract: 6 months. Working within a secure policing environment with strict access controls.

Responsibilities

Provide front-line support via phone, portal and face-to-face where required; Diagnose and resolve incidents across desktop, application and basic network issues; Support Windows 10/11, Microsoft 365, Outlook and SharePoint environments; Manage and update tickets within the ITSM tool, ensuring clear audit trails; Escalate issues in line with agreed service levels and processes; Deliver on-site support, including device setup and user assistance; Maintain asset and configuration records; Contribute to knowledge articles and continuous service improvement

Requirements

Active (or recently lapsed) NPPV3 clearance; Experience in a Service Desk or 1st/2nd Line support role; Strong working knowledge of Windows 10/11; Strong working knowledge of Microsoft 365 (Office, Outlook, SharePoint); Strong working knowledge of Active Directory & Exchange Management Console; Strong working knowledge of Intune device management; Understanding of ITIL processes (incident, problem, change, configuration); Experience with ITSM tools (e.g. Assyst or similar); Strong communication skills and a customer-focused approach; Full UK driving licence