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- Tasks: Provide remote and on-site IT support to a diverse user base.
- Company: Join EMBL-EBI, a leader in bioinformatics and data analysis.
- Benefits: Enjoy hybrid working, generous leave, and private medical insurance.
- Other info: Work in a collaborative environment with opportunities for growth.
- Why this job: Make a meaningful impact in science while developing your IT skills.
- Qualifications: IT qualifications or degree, 1-2 years of support experience required.
We are seeking a talented and enthusiastic Service Desk Technician to join our growing Service Desk function, providing both remote and on-site support to EMBL-EBI's 850 users. You'll be part of a friendly team providing first line support to a diverse user base, with requirements ranging from daily desktop issues (laptops, printing, connectivity), to supporting the provision of complex global bioinformatics services. We operate a vast and unique infrastructure both in-house and in the Cloud and you'll be exposed to all of it, learning as you go and developing the skills to take your IT career to the next level.
Building on the experience you already have, you'll get to know the systems we use, the technologies we employ, the processes we follow and the challenges we face, in an environment where no two days are ever truly the same.
In This Role You Will
- Provide onsite and remote technical support to staff members and visitors
- Be part of a team acting as the first point of contact for all IT-related queries
- Ensure all technical issues and queries received are logged, tracked and actioned according to agreed processes and best practices
- Resolve or escalate tickets to the correct team within the IT department, following defined processes and procedures
- Communicate with end-users in a clear, professional and friendly manner
- Work ensuring compliance with ITIL Incident, Problem and Change Management processes and standards (training will be provided)
- Work with your colleagues in other technical teams to develop and deliver quality services
- Ensure the security and confidentiality of the personal information of our users and our data (training will be provided)
- Carry out team administrative duties as required
You have (Essential) Qualifications, Experience & Skills
- IT industry qualifications or a relevant IT degree
- A minimum of 1-2 years experience working in an IT support role
- A good understanding of IT in a professional environment, with experience configuring end-user devices and operating systems (macOS, Linux or Windows), computer hardware and peripherals
- Basic programming or scripting experience (e.g. Bash, Powershell, Python)
- Excellent customer facing skills
- Great interpersonal skills; you’re a team player
- A desire to develop your technical skills, particularly in supporting Linux
- Enjoy working in a busy and changing environment
- Problem-solving skills - you can troubleshoot & resolve technical issues effectively and efficiently
- You’re a quick and keen learner who knows when to ask for help
- You can follow defined processes and procedures accurately, without supervision
You might also have (Desirable)
- Further experience and/or knowledge of Linux administration
- Linux email servers and mailing lists
- Computer networks
- Audio-visual and video conferencing systems
- Handling tickets in an ITSM system (we use ServiceNow)
We welcome applications from candidates who don’t tick all the boxes above, so please don’t be discouraged if your experience doesn’t quite fit - we will provide the necessary training for the right candidate.
Behaviours
- Ability to work well in a team & alone when needed
- Proactive, Customer focused support
- Someone who seeks opportunities to learn & expand technical knowledge
- Supportive, helpful colleagues who contribute to a helpful & positive environment
Other helpful information
At EMBL-EBI we are pleased to offer hybrid working options for all our employees. Due to the nature of this role & our team, you would be required to work up to 4 days from the office in Hinxton (depending on the needs of the organisation this may increase to 5).
Interviews: We plan to hold introductory meetings with selected candidates remotely starting in July, following this we plan to hold panel interviews remotely on.
Contract length: 3 years (renewable up to 9 years)
Salary: Grade 4 monthly salary starting at £2,995 per month after tax but excluding pension and insurance contributions. Plus generous benefits.
Why join us
Do something meaningful. At EMBL-EBI you can apply your talent and passion to accelerate science and tackle some of humankind's greatest challenges. EMBL-EBI, part of the European Molecular Biology Laboratory, is a worldwide leader in the storage, analysis and dissemination of large biological datasets. We provide the global research community with access to publicly available databases and tools which are crucial for the advancement of healthcare, food security, and biodiversity.
Join a culture of innovation. We are located on the Wellcome Genome Campus, alongside other prominent research and biotech organisations, and surrounded by beautiful Cambridgeshire countryside. This is a highly collaborative and inclusive community where our employees enjoy a relaxed atmosphere. We are committed to ensuring our employees feel valued, supported and empowered to reach their professional potential.
Enjoy Lots Of Benefits
- Financial incentives: Monthly family and child allowances, annual salary review, pension scheme, death benefit, long-term care, accident-at-work and unemployment insurances
- Flexible working arrangements - including hybrid working patterns
- Private medical insurance for you and your immediate family (including all prescriptions and generous dental & optical cover)
- Generous time off: 30 days annual leave per year, in addition public holidays
- Campus life: Free shuttle bus to and from work, on-site library, subsidised on-site gym and cafeteria, casual dress code, extensive sports and social club activities (on campus and remotely)
- Family benefits: On-site nursery, 10 days of child sick leave, generous parental leave, holiday clubs on campus and monthly family and child allowances
For detailed information please visit our employee benefits page.
What else you need to know
EMBL is a signatory of DORA. Find out how we apply DORA principles to our recruitment and performance assessment processes.
Diversity and inclusion: At EMBL, we strongly believe that inclusive and diverse teams benefit from higher levels of innovation and creative thought. We encourage applications from women, LGBTQ+ & individuals from all nationalities.
How to apply: To apply please submit a cover letter and a CV through our online system. Applications will close at 23:59 CET on the date shown below. We aim to provide a response within two weeks after the closing date.
Closing Date: 19/07/2025
Seniority level: Entry level
Employment type: Contract
Job function: Information Technology
Industries: Software Development
Service Desk Technician employer: European Bioinformatics Institute | EMBL-EBI
Contact Detail:
European Bioinformatics Institute | EMBL-EBI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Technician
✨Tip Number 1
Familiarise yourself with the specific technologies and systems used at EMBL-EBI. Research their infrastructure, especially in-house and cloud services, to demonstrate your understanding during interviews.
✨Tip Number 2
Brush up on your customer service skills. Since you'll be providing first-line support, practice clear and friendly communication to ensure you can effectively assist users with their IT issues.
✨Tip Number 3
Gain a basic understanding of ITIL processes, particularly Incident, Problem, and Change Management. This knowledge will help you align with the team's operational standards and show your commitment to best practices.
✨Tip Number 4
Network with current or former employees of EMBL-EBI if possible. They can provide insights into the company culture and expectations, which can be invaluable for tailoring your approach during the application process.
We think you need these skills to ace Service Desk Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support roles. Emphasise your skills in troubleshooting, customer service, and any specific technologies mentioned in the job description, such as Linux or ITSM systems.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the organisation. Mention how your background aligns with the responsibilities of the Service Desk Technician position and your eagerness to learn and grow within the team.
Showcase Problem-Solving Skills: Provide examples in your application that demonstrate your problem-solving abilities. Discuss specific instances where you successfully resolved technical issues or improved processes in previous roles.
Highlight Teamwork and Communication: Since this role involves working closely with others, emphasise your interpersonal skills. Share experiences where you collaborated effectively with colleagues or provided excellent customer support to users.
How to prepare for a job interview at European Bioinformatics Institute | EMBL-EBI
✨Know Your Technical Stuff
Brush up on your knowledge of operating systems like macOS, Linux, and Windows. Be prepared to discuss your experience with configuring end-user devices and troubleshooting common desktop issues, as these will likely come up during the interview.
✨Show Off Your Customer Service Skills
Since this role involves providing support to a diverse user base, be ready to demonstrate your excellent customer-facing skills. Share examples of how you've effectively communicated with users in the past, especially when resolving technical issues.
✨Familiarise Yourself with ITIL Processes
Even if you haven't worked directly with ITIL processes before, it's a good idea to understand the basics of Incident, Problem, and Change Management. This will show that you're proactive and willing to learn, which is something the team values.
✨Be Ready to Learn and Adapt
The environment at EMBL-EBI is dynamic, so express your eagerness to learn new technologies and adapt to changing situations. Highlight any past experiences where you've successfully navigated a busy or evolving work environment.