Service Desk Analyst in Melbourn

Overview

We believe in the power of ingenuity to build a positive human future. As strategies, technologies, and innovation collide, we create opportunity from complexity. Our teams combine innovative thinking and breakthrough technologies to progress further, faster. We are over 4,000 strategists, innovators, designers, consultants, digital experts, scientists, engineers, and technologists with deep expertise across multiple sectors. Our teams operate globally from offices across the UK, Ireland, US, Nordics, and Netherlands.

Role

Kickstart Your Career in Tech, join Our Service Desk Team! Are you passionate about technology and ready to take your first step into the world of IT? This Service Desk role could be the perfect opportunity for you. At PA, we believe in potential, not just qualifications. We’re looking for individuals who are curious, people-focused, and excited about building a career in technology. You don’t need a degree or technical certifications, just a genuine interest in IT, a willingness to learn, and a positive, friendly approach.

As a Service Desk Analyst, you’ll be the first point of contact for our customers, so excellent communication skills and a personable manner are essential. If you’ve worked in any customer-facing role, whether in retail, hospitality, or call centres, you already have valuable experience that we would love to see.

Responsibilities

• Be the first point of contact for customers and provide initial IT support
• Communicate clearly and effectively with customers and team members
• Resolve common queries and seek advice on escalating more serious issues
• Collaborate with the Global Service Desk and wider Technology & Operations teams
• Utilise training platforms to develop IT skills and progress within the department

Qualifications

• An enthusiasm for customer service, problem solving, and IT
• Curiosity for learning more about technology
• Excellent listening, verbal and written communication skills

Team and Training

The Global Service Desk is a first-line response team supporting 4000+ PA colleagues, including a dedicated line for external clients. Based in Cambridge, we primarily support users by phone, email and in-person, delivering excellent customer service. On-the-job training helps resolve common queries and escalation of more serious issues. There is strong team support and opportunities to progress within the department and pursue other areas of the organization. Training platforms are provided to help team members grow their skills. Within approximately two years, team members often move into other areas or consulting roles.

Note on Work Pattern

Applicants should be available to work in varying shift patterns covering hours between 07:00 and 19:00 (GMT) as well as a weekend shift, on a rotation every eight weeks.

Security and Compliance

Some UK roles require UK security clearance. All PA people are required to undergo background checks and Baseline Personnel Security Standard checks; some roles require higher levels of National Security Vetting with residency requirements (at least 5 years in the UK). Please review eligibility for security vetting before applying.

Additional Information

Life at PA encompasses our people’s experience, growth opportunities, and purpose-led meaningful work. We are committed to equality and inclusion and welcome applications from underrepresented groups. Benefits include health and lifestyle perks, annual leave, pension, charity involvement, performance bonuses, share ownership, and tax-efficient benefits. If adjustments are needed during recruitment, contact recruitmentenquiries@paconsulting.com.