IT Service Desk- Leiston- ONSITE- 6 months - Inside IR35
IT Service Desk- Leiston- ONSITE- 6 months - Inside IR35
We're recruiting for an IT Service Desk & Request Management Analyst to act as the first point of contact for technical support on a major UK nuclear new-build infrastructure programme, providing diagnosis and resolution across a full range of IT issues - from routine requests through to complex technical problems.
Key Responsibilities
- Act as single point of contact for phone, chat, portal, and email contacts regarding IT issues and queries, logging and owning all incidents through to resolution
- Troubleshoot IT issues across software/applications and hardware (desktops, laptops, printers, phones); install applications and reset passwords for enterprise applications
- Key incidents between client and partner ticketing systems; coordinate end-to-end printer incident closure within SLA
- Escalate unresolved calls to relevant application and infrastructure support teams, and act as an escalation point for difficult or controversial tickets
- Monitor and meet ticket SLA targets; follow up and close aged tickets
- Apply temporary and permanent fixes to eliminate recurring issues; proactively assist customers to reduce problem recurrence
- Create knowledge articles on common issues and identify process improvement opportunities
- Monitor infrastructure alerts and respond accordingly
- Act as backup for other functional teams and as designated backup for the Incident Manager when required
- Operate on a 24/7/365 shift rota, including weekend and night shift working
What You Will Ideally Bring
- Active Security Clearance - certified SC essential
- Quantifiable experience operating in a fast-paced, client-facing engagement
- In-depth, hands-on experience troubleshooting IT-related issues
- Excellent interpersonal, verbal, and written communication skills
- Willingness to participate in and lead project meetings with the customer on request
- Sound technical knowledge across ITSM tools and applications (MS Office, Skype for Business, etc.)
- ITIL certification (preferred)
The Offer
- Office Model: ONSITE
- Location: Leiston
- Length: 6 months
- Day Rate: £150/day (Inside IR35)
- Start: ASAP
Reference: 3140633474
IT Service Desk- Leiston- ONSITE- 6 months - Inside IR35
Posted on Jul 17, 2026 by Hamilton Barnes
IT Service Desk- Leiston- ONSITE- 6 months - Inside IR35
We're recruiting for an IT Service Desk & Request Management Analyst to act as the first point of contact for technical support on a major UK nuclear new-build infrastructure programme, providing diagnosis and resolution across a full range of IT issues - from routine requests through to complex technical problems.
Key Responsibilities
- Act as single point of contact for phone, chat, portal, and email contacts regarding IT issues and queries, logging and owning all incidents through to resolution
- Troubleshoot IT issues across software/applications and hardware (desktops, laptops, printers, phones); install applications and reset passwords for enterprise applications
- Key incidents between client and partner ticketing systems; coordinate end-to-end printer incident closure within SLA
- Escalate unresolved calls to relevant application and infrastructure support teams, and act as an escalation point for difficult or controversial tickets
- Monitor and meet ticket SLA targets; follow up and close aged tickets
- Apply temporary and permanent fixes to eliminate recurring issues; proactively assist customers to reduce problem recurrence
- Create knowledge articles on common issues and identify process improvement opportunities
- Monitor infrastructure alerts and respond accordingly
- Act as backup for other functional teams and as designated backup for the Incident Manager when required
- Operate on a 24/7/365 shift rota, including weekend and night shift working
What You Will Ideally Bring
- Active Security Clearance - certified SC essential
- Quantifiable experience operating in a fast-paced, client-facing engagement
- In-depth, hands-on experience troubleshooting IT-related issues
- Excellent interpersonal, verbal, and written communication skills
- Willingness to participate in and lead project meetings with the customer on request
- Sound technical knowledge across ITSM tools and applications (MS Office, Skype for Business, etc.)
- ITIL certification (preferred)
The Offer
- Office Model: ONSITE
- Location: Leiston
- Length: 6 months
- Day Rate: £150/day (Inside IR35)
- Start: ASAP
Reference: 3140633474
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