IT Service Desk Specialist

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Job Title: IT Service Desk Specialist

Location: Bristol 5 days on site

Contract Type: 6 months - possibility for extension

We're looking for an experienced IT Service Desk Specialist to join a busy Data Platforms team supporting Reporting and Analytics applications for a leading utility client.

This role will suit someone who enjoys working at the intersection of IT operations and the business - managing access, supporting applications, coordinating changes, and incidents through the service desk.

Key Responsibilities:

• Act as the first point of contact for incidents and service requests via JIRA/service desk
• Log, categorise, triage, and resolve tickets, escalating to 2nd line where required
• Perform daily system health checks and proactively log/manage issues
• Review weekend batch streams and backup performance, escalating exceptions
• Manage user access and security provisioning (including Active Directory updates)
• Conduct periodic access audits ensuring compliance with data governance controls
• Coordinate and implement Change Requests (CRs)
• Promote and migrate changes into Test and Production environments
• Support developers with application access, deployments, and troubleshooting
• Provide clear communication and status updates to business and IT stakeholders

Skills & Experience:

• Experience in a Service Desk/Application Support role
• Strong understanding of ITIL processes and change management
• Good knowledge of Windows-based enterprise applications
• Highly organised, process-driven, and detail-oriented
• Strong communication skills with the ability to build trusted stakeholder relationships

Tech Environment (desirable)

Windows Server | Active Directory | Oracle | SQL Server | Power BI | OBIEE | SSIS | IIS | PowerShell | VMware | JIRA

Please be advised: if you haven't heard from us within 48 hours, then unfortunately your application has not been successful on this occasion. We may, however, keep your details on file for any suitable future vacancies and contact you accordingly.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.