Trainee Service Desk Analyst

Science and Technology Facilities Council
Closing date
19 Jul 2022

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Technology & New Media
Contract Type
Full Time
Trainee Service Desk Analyst
Salary: £20,129 - £21,879 per annum (depending on skills and experience)
Grade: UKRI - B
Location: STFC, RAL/Didcot
Hours: Full time
Contract type: Open-Ended
Closing Date: 26th June 2022

An opportunity has arisen to join a dynamic department at the heart of UK science. The Science and Technology Facilities Council (STFC) is a world-leading multi-disciplinary science organisation, and our goal is to deliver economic, societal, scientific and international benefits to the UK and its people - and more broadly to the world. We have large-scale scientific facilities in the UK and Europe used by thousands of scientists performing thousands of experiments every year. The facilities provide a range of research techniques to help scientists better understand our world and the universe!

Digital Infrastructure (DI) delivers first class IT support and services that underpin the STFC scientific programme of activities and partner organisations. The work that we do is key to protecting the organisation's digital assets and is an enabler for the work of the scientific community here at STFC. We are providing a comprehensive network and communications environment to support the work of STFC. This includes a range of technologies and environments like Voice, Data, infrastructure, Email and unified communications.

About the role

This role within the DI service desk team is to provide day-to-day front-end support including resolving incidents and fulfilling service requests. This is a hands-on role and as a member of the team, you will be responsible for answering any helpdesk calls, creating tickets, triaging the in-coming tickets created by users and resolving incidents to minimise the end-user disruption.

Key duties include:
  • First line end-user support including call logging, categorisation, resolution and escalation, ensuring all requests from users are logged, updated and closed in line with operational service level agreements
  • Morning checks and escalations when problems are identified
  • Administering and maintaining end-user accounts, permissions, and access rights
  • Assisting with procurement of new hardware (Laptop / Desktops) and software applications
  • Providing first line support for Zoom telephony users.

Other Relevant Information
  • The role may require some manual handling of bulky and moderately heavy items
  • In exceptional circumstances, out of hours working may be required on an ad-hoc basis
  • The role will require the job holder to operate within a rota basis to ensure coverage to the business within agreed working hours. These are Monday to Friday 8:00am to 6:00pm. The rota times and schedule will need to be flexible to ensure appropriate levels of cover are provided.

  • Good written and spoken English
  • Experience working within an enterprise ticketing system
  • Windows 10, Microsoft Office 2016
  • 5 GCSEs or equivalent qualifications.

In Return

We are offering a permanent position that provides a whole host of family friendly benefits including 30 days holiday (in addition to public and privilege bank holidays), an excellent defined average salary pension scheme, employee shopping/travel discounts, a salary sacrifice cycle to work scheme, plus many more benefits and wellbeing initiatives that enable our employees to have a great work life balance.

Please note any applicants will need to be residents in the UK for a minimum of 5 years to pass security requirements

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