At a Glance
- Tasks: Be the go-to person for IT support, solving tech issues and helping customers.
- Company: Join a major UK nuclear infrastructure programme with a dynamic team.
- Benefits: Competitive day rate, hands-on experience, and a chance to enhance your skills.
- Other info: Work onsite in Leiston with opportunities for growth and learning.
- Why this job: Make a real difference in a fast-paced environment while developing your IT expertise.
- Qualifications: Active Security Clearance and experience in troubleshooting IT issues required.
The predicted salary is between 39000 - 39000 £ per year.
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
IT Service Desk- Leiston- ONSITE- 6 Months - Inside IR35 employer: Hamilton Barnes
Hamilton Barnes is an exceptional employer, offering a dynamic work environment in London where innovation meets opportunity. With competitive salaries, night shift allowances, and a strong focus on employee development through ongoing training, we empower our Field Service Engineers to advance their careers while enjoying a supportive team culture. Join us to be part of a growing engineering team that values your skills and fosters professional growth.
