IT Service Desk Analyst

Science and Technology Facilities Council

Salary: £25, 702 to £27,938 per annum (depending on experience)
Hours:Full time
Contract Type:Open Ended
Location: Science and Technology Facilities Council, Rutherford Appleton Laboratory Harwell, Oxfordshire

The Role

Are you an IT professional who has a passion for providing excellent IT & customer support? Are you inspired to find the best solutions to customer issues? We are offering an exciting role within our organisation where the successful candidate will work alongside other IT professionals to support an interdisciplinary team of engineers and scientists, using innovative technologies to enable science at the facility.

The IT equipment you will support lies at the heart of many scientific activities at the laboratory. You will support and help to maintain existing systems and help us deliver a fantastic service. You will also play a key role in helping us innovate and improve our processes.

Training will be provided as necessary. In addition to a full induction and “on the job” training, you will have the opportunity to subscribe to professional online tutorial sites, attend technical courses and undertake various core skills training.

Who are we?

The Science and Technology Facilities Council (STFC) is one of Europe’s largest science research organisations. We are trusted to support, enable and undertake ground-breaking projects in an amazing diversity of fields. Through world-class facilities and people, we’re driving innovative advances in science and technology.

ISIS Neutron and Muon Source is a world-leading centre for research in the physical and life sciences. Our suite of instruments gives unique insights into the properties of materials on the atomic scale. We support a national and international community of more than 3000 scientists for research into subjects ranging from clean energy and the environment, pharmaceuticals and health care, through to nanotechnology and materials engineering, catalysis and polymers, and on to fundamental studies of materials.

About you

The ideal candidate will need to be very comfortable using a computer and helping others with their computer and software. Specific training in tools required to do the role will be provided as necessary. You will have a proactive attitude to problem solving with a detailed and logical approach. You will be able to learn quickly, with the ability to work independently and within a dynamic and diverse team environment.

Benefits

• The chance to help deliver an excellent IT support service.
• Strong emphasis on work-life balance.
• 40.5 days’ leave, including public holidays and privilege days.
• Relocation allowance.
• Exceptional index-linked pension scheme.
• Social and sporting activities and societies.
• Subsidised on-site restaurants and cafes.
• Excellent public transport links.

A day in the life of an IT Service Desk Analyst at STFC will involve:

• Delivering excellent customer service to our customers in person, by phone and email.
• Gathering, analysing and using information from multiple sources to resolve incidents and deal promptly with requests.
• Documenting and logging all contacts and actions into the Service Desk ticketing system and providing progress updates to customers regarding their issues
• Following customer issues through to completion to ensure resolution and customer satisfaction have been achieved
• Creating and maintaining excellent customer-facing tools and documentation to provide a platform that allows customers to help themselves.
• Creating and maintaining internal process documentation that follows industry-standard best practices and helps provide a consistent service to all customers.
• Being prepared to think outside the box and find novel solutions to issues.
• Setting up the tools needed by the team to deliver and monitor its service.
• Working closely with other service desks and other IT professionals across STFC.

Person Specification

The below criteria will be assessed at Shortlisting (S), Interview (I), or both (S&I)

Essential Skills & Attributes:

• Excellent customer service skills, including the ability to deal calmly, positively and professionally in all situations (S&I)
• Previous experience in a customer-facing role (S&I)
• Excellent written and oral communication skills (S&I)
• Enthusiasm for IT, computers & computing (S&I)
• Ability to work in a team and interact effectively with individuals at all levels (I)
• Ability to work effectively with minimal supervision and to maintain a high level of customer satisfaction (I)
• A proactive approach to finding solutions including the ability to ask appropriate questions to get sufficient information, a high degree of attention to detail, and ability to analyse evidence and data (I)
• Good working knowledge of all common technologies used in the desktop user environment, including printers, monitors, docking stations, phones etc. (S&I)
• Experience of using Microsoft Office products and experience supporting other software packages (I)
• Fast learner with interest in developing new skills, sharing knowledge, being approachable and open (I)

Desirable skills & Attributes:

• Understanding of ITIL practices (S&I)
• Further qualification and/or previous role with a strong emphasis on clear communication and analysing information from a variety of sources (S)
• Some knowledge of applications that help service desks provide support remotely (I)
• Some knowledge of IT infrastructure including servers & networking (I)
• Some programming or scripting experience (S&I)