IT Service Desk Technician

Role Overview

We are looking for someone to join us as a Helpdesk Support Analyst.

This role sits at the core of our Global IT Service Desk team, delivering high-quality, user-focused IT support across the EMEA region.

You will provide both in-person and remote support across multiple geographies, take ownership of technical issues through to resolution, and actively contribute to wider infrastructure and workplace improvement initiatives. You’ll be expected to demonstrate sound technical judgment, excellent communication, and a proactive, service-oriented mindset.

This role is hybrid with 3 days per week in our Stapeley office

You Will

Key Responsibilities

Service Delivery

• Provide day-to-day support for Stapeley based colleagues and other remote sites across the UK and EMEA.
• Take ownership of incidents and requests through to resolution, prioritising effectively to meet SLA targets.
• Use ticketing systems to manage, document, escalate and report on all support activities.
• Build strong working relationships with key stakeholders and external vendors.

Technical Operations

• Diagnose and resolve hardware, software, and network issues across desktops, laptops, printers, mobile devices, and peripherals.
• Support and administer user accounts, permissions and security using Active Directory, Microsoft 365, Exchange Online, and Entra.
• Manage and maintain endpoint security, patching, and update compliance through tools such as Intune and PatchMyPC.
• Support application suites including Microsoft 365 and D365.

Infrastructure Support

• Assist in managing Wi-Fi access points, switching, VPNs, and LAN cabling across EMEA office sites.
• Support network and connectivity issues, with working knowledge of TCP/IP, DHCP, DNS and VPN.

Cloud & Automation Exposure

• Monitor and administer cloud services including Microsoft 365 and Azure, supporting service availability and access.
• Identify and implement improvements to support workflows through automation or scripting (PowerShell or similar).
• Maintain awareness of backup procedures, business continuity processes, and recovery tools.

Project Participation

• Support the implementation and rollout of global IT projects including infrastructure upgrades, new site deployments, and service transitions.
• Act as a local technical lead for minor projects, coordinating third-party engineers or contractors where appropriate.

Stakeholder Engagement

• Be a visible and approachable IT contact for colleagues across EMEA, ensuring a high standard of customer service.
• Communicate technical issues clearly to non-technical users and log all interactions thoroughly.
• Identify patterns or recurring issues and propose proactive solutions or improvements.

Requirements

Essential Skills and Experience

• Proven experience in a 2nd line IT support role with multi-site or international reach.
• Proficient in supporting Windows 10/11, Microsoft 365 and Exchange Online.
• Experience using a ticket management system (we use Ivanti Neurons) to manage support incidents and requests.
• Solid understanding of endpoint management, patching, and anti-malware tools.
• Hands-on experience with device provisioning and remote support tools.
• Competence in scripting or automating routine support tasks using PowerShell or similar.

Desirable Attributes

• Exposure to Intune, Autopilot, or similar tools.
• Familiarity with Microsoft Dynamics 365 or comparable business applications.
• Experience supporting Android/iOS mobile device fleets.
• ITIL Foundation certification (or willingness to obtain, with support).
• Fluency in an additional European language (e.g. French, Spanish, Italian, German).

Business Overview

Genus is an agricultural biotechnology pioneer. We are a global FTSE 250 company, headquartered in the UK, and listed on the London Stock Exchange. Genus PLC has a presence in over 70 countries and a global workforce of over 3,000 employees and growing. We are a worldwide leader in porcine and bovine animal genetics, partnering with farmers to transform how we nourish the world – a mission that is important to a sustainable future.

Our vision is clear: Pioneering animal genetic improvement to sustainably nourish the world.

Our Values

• Collaborate as One Team
• Create Value for Customers
• Innovate with Purpose
• Never stop improving

DEI

Genus is a place where you can be yourself and be part of a growing global team. We have a culture of respect, openness and fairness for all. Whatever your background, your role or your area of work, you will have the chance to thrive in an environment that inspires, challenges and supports you to succeed.

Tackling climate change:

• Monitor and identify goals for the reduction of our GHG emissions from our own operations.
• Drive porcine and bovine genetic improvements which support productivity gains and improve feed efficiency, enabling a reduction in the production of greenhouse gas (GHG) emissions per unit of milk or meat produced
• Identify facility and other opportunities for reductions in GHG emissions, consistent with our goals
• Partner and advocate for policies that advance positive climate goals and identified United Nations Sustainable Development Goals (SDGs).

Benefits Overview

• Performance related bonus
• 25 days holidays + Bank Holidays
• NFU Pension (5% employer contribution)
• Health Cash back scheme
• Employee Assistance Program
• Employee share plan
• Remote first role with monthly in person meetings
• Flexible Working Policy (Where appropriate/practicable)
• Enhanced maternity leave 12 weeks at full pay followed by 4 weeks at 50% followed by SMP
• Comprehensive L&D program including career development programs, access to Genus University and Mango (languages)

Equal Employment Opportunities

Genus is an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. Genus prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Genus conforms to the spirit as well as to the letter of all applicable laws and regulations.

Recruitment Fraud Warning

Genus plc will never ask you to provide fees or payment for computer, software, or other equipment or supplies during the recruitment and/or onboarding process. If you have any questions about your individual application, please contact the Genus Talent Acquisition team at recruiting@genusplc.com . #J-18808-Ljbffr