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:
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
On-site presence required multiple times per week in Gloucester
Working within a secure policing environment with strict access controls

2 temporary Tech / Digital / IT jobs in Great Malvern, Worcestershire