IT Service Desk Technician (NPPV3 Cleared) – Gloucester

About the role

We are looking for an experienced IT Service Desk Technician to join a secure public‑safety organisation in Gloucester. The role is a six‑month fixed‑term contract, hybrid working with several on‑site days per week, and requires an active NPPV3 clearance.

Key responsibilities

• Provide first‑ and second‑line support via phone, portal and face‑to‑face.
• Diagnose and resolve incidents on desktops, applications and basic network issues.
• Support Windows 10/11, Microsoft 365, Outlook and SharePoint environments.
• Maintain and update tickets in the ITSM tool, ensuring clear audit trails.
• Escalate incidents according to agreed service levels and ITIL processes.
• Deliver on‑site assistance, including device setup and user training.
• Keep asset and configuration records up to date.
• Contribute to knowledge base articles and continuous service improvement.

Required profile

• Active (or recently lapsed) NPPV3 clearance.
• Proven experience in a Service Desk or 1st/2nd line support role.
• Full UK driving licence.
• Ability to work in a highly controlled, secure policing environment.

Required skills

• Windows 10 and Windows 11.
• Microsoft 365 suite (Office, Outlook, SharePoint).
• Active Directory and Exchange Management Console.
• Intune device management.
• Understanding of ITIL processes (incident, problem, change, configuration).
• Experience with ITSM tools such as Assyst or similar.

What we offer

• Competitive daily rate of £225‑£250 (Inside IR35), negotiable for highly relevant experience.
• Opportunity to support critical systems used by frontline policing and public safety teams.
• Hybrid working model with regular on‑site collaboration in Gloucester.