IT Service Desk Technician

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. Key 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
  
  Active (or recently lapsed) NPPV3 clearance
• Experience in a Service Desk or 1st/2nd Line support role
• Strong working knowledge of:
+ Windows 10/11 + Microsoft 365 (Office, Outlook, SharePoint) + Active Directory & Exchange Management Console + 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
Additional Information
• On-site presence required multiple times per week in Gloucester
• Working within a secure policing environment with strict access controls
A practical opportunity to support systems that underpin frontline policing and public safety operations. Please apply for immediate consideration. Rate may be negotiable for candidates with particularly relevant experience in policing or similarly secure environments.