IT Service Desk- Leiston- ONSITE- 6 months - Inside IR35

IT Service Desk- Leiston- ONSITE- 6 months - Inside IR35 We''re recruiting for an IT Service Desk andamp; 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, ..... full job details .....