L3 Service Desk Engineer - Government

Hamilton Barnes Associates Limited; England; On-site; GBP 34,000; Full time

Job summary

A forward-thinking organization in Gloucester is seeking an IT Service Desk professional. The role involves resolving service requests and incidents while maintaining IT infrastructure. Ideal candidates will have strong IT skills with a customer service focus, and familiarity with Microsoft technologies. A proactive problem-solving attitude is essential. This position offers a competitive salary up to £34,000 annually.

Qualifications

• Experience in handling service desk incidents and service requests.
• Knowledge of IT infrastructure and Microsoft technologies.
• Proactive problem-solving skills.

Responsibilities

• Handle and resolve incidents/service requests within SLAs.
• Update asset records and follow ICT processes.
• Create and update Standard Operating Procedures.

Skills

Service Desk experience

Knowledge of IT infrastructure

Active Directory

Exchange Management Console

Windows 10/11

Intune

Office 365

SharePoint

Outlook

Microsoft Office applications

Problem-solving

Customer service

Education

ITIL V4 Foundation certification

Job description

Are you looking for an exciting new opportunity? Join a modern and forward-thinking organization that values initiative, fresh perspectives, and diversity. Dedicated to preventing and reducing crime, supporting colleagues, and protecting the vulnerable, this role requires passion and commitment and offers the opportunity to be part of an exceptional team making a real impact. With strong community support, over 70% of locals recognizing the work as good or excellent, this role offers a unique opportunity to make a difference. Proximity to vibrant cities such as Bristol, Bath, Birmingham, Cardiff, and Gloucester adds to the appeal, but the real highlight is the diversity of experiences and career development on offer.

If you would like to learn more about this opportunity, feel free to reach out and apply today!

Responsibilities:

• Handling and resolving incidents/service requests within agreed SLAs.
• Updating asset records and following established ICT processes.
• Escalating issues appropriately and promptly where necessary.
• Creating and updating Standard Operating Procedures and Knowledge articles.
• Promoting self-service support tools and providing on-site user support when required.

Required Skills/Experience:

• Strong Service Desk experience with excellent knowledge of IT infrastructure and Microsoft technologies.
• Expertise across Active Directory, Exchange Management Console, Windows 10/11, Intune, Office 365, SharePoint, Outlook, and Microsoft Office applications.
• Understanding of ITIL processes (preferably ITIL V4 Foundation certified).
• A proactive problem-solver who thrives in a fast-paced, varied environment.
• Confident communicator with a strong customer service mindset.

Location:

• Gloucester (with occasional site visits)

Hours:

• 37 hours per week

Salary:

• Up to £34,000 per annum