Service Desk Analyst in Teddington

NPL IT Services – Teddington (On‑site) Our work at NPL simply wouldn’t be possible without the expertise and dedication of our IT Services team. As a Service Desk Analyst, you’ll be the friendly, knowledgeable first point of contact when our people need technical support. You’ll help keep the organisation moving by resolving IT issues quickly, calmly and professionally – making a real difference to colleagues every single day.

What you’ll be doing:

• Provide 1st line support across a wide range of hardware and software, ensuring minimal disruption and a positive customer experience throughout.
• Be the first point of contact for IT queries via phone, email and face‑to‑face.
• Assess, research, diagnose and resolve incidents efficiently, escalating to 2nd line support when required.
• Provide clear updates and communication, keeping customers informed from start to finish.
• Log, document and track all incidents accurately using Service Desk tools.
• Identify recurring issues and trends, escalating insights to management.
• Help reduce repeat calls by sharing guidance, useful information and basic end‑user training.
• Set up and support hardware, peripherals, consumables and AV equipment, keeping records up to date.
• Support the testing, evaluation and rollout of new applications and technologies.
• Contribute to self‑help resources and knowledge articles.
• Continuously develop your technical knowledge to stay current and effective.

Once an issue is resolved, you’ll close it out properly—making sure the solution sticks and the customer is satisfied. You’ll enjoy helping people, take pride in doing things properly, and stay calm when things don’t go to plan.

You’ll have:

• Experience working in a Service Desk or IT support environment, with a strong customer focus.
• The ability to prioritise multiple cases, meet deadlines and work within SLAs.
• Excellent listening and questioning skills, and confidence explaining solutions to non‑technical users.
• A logical, methodical approach to problem solving.
• Experience working collaboratively as part of a team.

Technical skills & experience:

• Microsoft products (Office 365 and earlier versions).
• Windows operating systems (including Windows 10).
• Active Directory.
• Mobile devices (iPhone & Android, including telephony).
• Dell Latitude laptops.
• AV equipment (projectors, LCD screens, meeting room tech, Teams, Zoom).
• Printers and multi‑functional devices.

A professional IT qualification such as ITIL Foundation or Microsoft MCP would be an advantage.

Location: This is a fully on‑site role based at NPL’s Teddington site, where you’ll work closely with colleagues and provide hands‑on support. We actively recruit citizens of all backgrounds, but the nature of our work in specific departments means that nationality, residency and security requirements can be more tightly defined than others. You will be asked about this throughout the recruitment process. To work at NPL, you will need to obtain BPSS security clearance.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert therefore we may at any time bring the closing date forward. We encourage all interested applicants to apply as soon as practical.