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., * 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

• 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)