IT Service Desk Analyst

Terumo Aortic is a global leader in the design and manufacture of life‑saving vascular and cardiac technologies. We are now looking to recruit an IT Service Desk Analyst to join our IT team, providing first‑line technical support to colleagues across the business.

The Role

As an IT Service Desk Analyst, you will be the first point of contact for IT support, helping to resolve hardware, software, and operational issues while delivering an excellent customer experience. You will play a key role in maintaining stable, secure, and efficient IT services aligned to our IT Roadmap.

Key Responsibilities

• Provide first‑line IT technical support to end users across Windows and Linux environments
• Log, manage, prioritise, and upscale support tickets via the Terumo Aortic Service Desk system
• Communicate clearly with users to keep them informed of progress and resolutions
• Build, deploy, configure, troubleshoot, and repair end‑user devices
• Support and maintain IT equipment including laptops, desktop PCs, mobile/desk phones, printers, barcode scanners, and peripherals
• Maintain accurate hardware and software asset records within IT asset management systems
• Create and maintain documentation and SOPs for first‑line support processes
• Support general network administration tasks
• Liaise with external IT suppliers where issues cannot be resolved internally
• Contribute to ad‑hoc projects and additional IT support activities aligned to the IT Roadmap

Quality, EH&S & Compliance

• Work in line with company policies, procedures, and the Quality Management System (QMS)
• Ensure accurate completion of records and maintain audit readiness at all times
• Actively support Environmental Health & Safety requirements and promote safe working practices

Skills, Experience & Qualifications

Essential:

• Proven experience in a Service Desk or Desktop Support role
• Strong knowledge of Windows environments
• Experience supporting users with hardware, software, and networking issues
• Familiarity with Active Directory and Windows Server administration
• Experience supporting Microsoft Exchange and Microsoft 365 services

Desirable:

• Microsoft certifications
• Experience with SQL Server, Linux, and network troubleshooting (TCP/IP, LAN, WAN)
• Exposure to Ivanti ITSM, firewalls, and VPNs
• ERP system experience, particularly SAP