IT Support Analyst

DataCareers; Gloucester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading public sector organization in Gloucester is seeking an experienced IT Support Analyst for a 6-month contract. The role involves providing first and second-line support, resolving hardware and software issues, and ensuring excellent customer service. Candidates should have strong knowledge of Windows, Microsoft 365, and relevant IT support experience, ideally with NPPV3 or SC Clearance.

Qualifications

• Proven experience in a Service Desk or 1st/2nd Line IT Support role.
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Ability to work effectively in a dynamic support environment.

Responsibilities

• Provide front-line IT support to users via phone and in-person.
• Troubleshoot incidents related to various IT systems.
• Log support tickets and manage escalations as required.

Skills

Windows 10/11

Microsoft 365

Active Directory

Intune device management

ITIL-based processes

Excellent communication skills

Customer service

Tools

IFS Assyst

Job description

IT Support Analyst

Gloucester (on site)

6 Month Contract

Rate: £180 - £190 per day (Inside IR35)

We are working with a leading public sector organisation seeking an experienced IT Support Analyst to join their busy internal support team on a contract basis.

This is a hands-on role providing first and second-line technical support to users across a wide range of systems and services. You'll be responsible for resolving incidents and service requests, supporting hardware and software issues, and ensuring a high standard of customer service.

Due to the nature of the role existing or recent NPPV3 or SC Clearance is highly desirable.

Key Responsibilities:

• Provide front-line IT support to staff via phone, self-service portal, and occasional in-person walk-ups.
• Troubleshoot and resolve incidents related to desktop, laptop, network, and application issues.
• Support users with Windows 10/11, Microsoft Office 2016/365, Outlook, SharePoint, and other standard tools.
• Log and manage support tickets in the organisation's ITSM tool (IFS Assyst).
• Escalate issues in line with agreed processes and service levels.
• Visit user desks or remote offices when required to provide on-site support and equipment setup.
• Maintain accurate asset and configuration records.
• Contribute to knowledge base articles and standard operating procedures.

Skills and Experience:

• Proven experience in a Service Desk or 1st/2nd Line IT Support role.
• Strong knowledge of:
• Windows 10/11
• Microsoft 365 (Outlook, Office, SharePoint)
• Active Directory and Exchange Management Console
• Intune device management
• Good understanding of ITIL-based processes (incident, change, problem, configuration).
• Experience with ITSM tools such as IFS Assyst (or similar).
• Excellent communication skills and a strong customer service approach.
• Able to adapt quickly, think on your feet, and work effectively in a dynamic support environment.