IT Service Desk ONSITE 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