1st Line Desktop Support Analyst in Woking

About IDBS

IDBS is a dynamic and innovative company providing purpose‑built software solutions to address the data management challenges prominent across the BioPharma lifecycle and supply chain. Leveraging more than 30 years of experience in life science informatics, we deliver a portfolio of innovative BioPharma knowledge‑management technologies to streamline the capture, analysis, reporting and sharing of data required to accelerate the next generation of life‑changing therapies. Cloud‑native and analytics‑centric, our platforms enable customers in research, development and manufacturing to efficiently and compliantly access critical data and insights to make faster, smarter decisions with greater confidence. IDBS serves thousands of users across hundreds of organizations worldwide.

Role Summary

As a member of the IT department, the Desktop Support Analyst will work with team members to share responsibility for the maintenance of the IT Support Helpdesk, documenting all calls, prioritizing as required, and escalating necessary calls to internal support or outside vendors, ultimately ensuring the successful and expedient resolution of all queries. The Analyst will have excellent interpersonal skills, an organized approach, and the ability to adapt and respond to ad‑hoc queries in a timely manner. This role offers an exciting opportunity to work in a global environment, utilizing existing skills and developing new ones to help deliver first‑class IT support to IDBS employees worldwide. Guidance and on‑the‑job training will be provided as needed.

Work Location

This is a hybrid position based in Woking – minimum 2 days a week (Wednesday and either Tuesday or Thursday, plus a Monday or Friday when required).

What We Will Get You Doing

• On‑site and remotely test computers and peripherals to diagnose hardware and software problems; troubleshoot, repair and maintain computer equipment (e.g., laptops and peripherals); work with hardware vendors to resolve equipment failures or problems; build and deploy new laptops.
• Assist in the maintenance of current infrastructure, servers, and networks; provide additional technical support for the network/server environment; test applications for environmental compatibility; maintain and update systems (software deployment); administer user accounts.
• Monitor and manage calls assigned to you on the service desk, working through to resolution; develop and test user documentation; follow all IT‑related documentation and processes; maintain accurate and up‑to‑date records, ensuring compliance with the company’s procedures.

Success Criteria

• Possess strong attention to detail and troubleshooting skills to effectively diagnose and resolve laptop/network issues, either independently or by escalating to appropriate technical resources.
• Serve as a representative for the service desk, effectively communicating and resolving problems and requests, while also initiating necessary actions.
• Provide support for operating systems commonly used within the company's environment while collaborating with team members toward shared objectives; maintain confidentiality of sensitive information.

Preferred Skills / Certifications

• CompTIA Network+
• Microsoft MTA/MCITP
• Windows & Mac OS, SCCM, Intune, Jamf

Join our winning team today. Together we’ll accelerate the real‑life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.