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- Tasks: Provide tech support to staff, troubleshoot issues, and manage calls and emails.
- Company: Join The Pirbright Institute, a leader in viral disease research and innovation.
- Benefits: Enjoy 25 days leave, gym access, childcare allowance, and more perks!
- Why this job: Be part of a vibrant community making a real impact in science and health.
- Qualifications: Experience in incident management and knowledge of Microsoft systems required.
- Other info: Comprehensive screening process for all successful applicants.
The predicted salary is between 32500 - 34000 £ per year.
IT Service Desk Analyst – (24P-92)
The Pirbright Institute
Salary: £32,500 – £34,000 per annum
Permanent
Onsite: Woking, GU24
Application Closing Date: 07/02/2025
Before applying, please consider all applicants must be eligible to work in the UK
About The Pirbright Institute
The Pirbright Institute delivers world-leading research to understand, predict, detect, and respond to viral disease outbreaks. We study viruses of livestock that are endemic and exotic to the UK, including zoonotic viruses, by using the most advanced tools and technologies to understand host-pathogen interactions in animals and arthropod vectors. Our major strength in understanding the immune systems of livestock provides a platform to control current diseases and respond to emerging threats.
Our Institute is made up of a dynamic and vibrant community of staff covering a diverse set of chosen fields, backgrounds, and experience. We all play a crucial role in furthering the Institute’s aspirations, advancing the frontiers of science and knowledge through our excellent scientific research, knowledge sharing and contribution; with a real focus in improving the world in which we live. Our outlook is always balanced by our strong sense of purpose, values and behaviours and an unwavering commitment to a ‘one Institute’ approach.
Organisation position and purpose
The IT Service Desk Analyst will provide technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.
Main duties and responsibilities:
- Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
- Receiving, logging, and managing calls from internal staff via telephone and email & self-service.
- Maintaining an Asset Database and track changes.
- Troubleshooting of IT related problems from software to hardware, such as Laptops, PCs, Printers, and mobiles.
- AV technical support for conference and meeting rooms.
- Log all calls in the Service Desk.
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
- To maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Publishing support documentation to assist staff with requests for information if required.
- Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups.
- Mobile phone management and provision.
- To arrange for external technical support where problems cannot be resolved in house.
This job description is only an outline of the tasks, responsibilities and outcomes required of the role. The jobholder will carry out any other duties as may be reasonably required by their line manager. The job description and personal specification may be reviewed on an ongoing basis in accordance with the changing needs of The Pirbright Institute.
Personal Specification
Excellent communication skills and telephone manner.
Strong organisational proficiency.
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service.
Essential/Desirable requirements
Essential
- Incident management experience – managing incidents including business expectations and communication.
- Knowledge of Microsoft based operating systems with emphasis on Windows 10 and Microsoft Office 365.
- Active directory administration.
Desirable
- Experience with using and troubleshooting Microsoft Teams.
- Knowledge of video conferencing equipment with emphasis on Teams.
- Knowledge of VMWare VDI desktop solution.
Due to the nature of the work carried out by Pirbright, all successful applicants will be required to go through a comprehensive screening process including reference and qualification checks, financial and security clearances.
What we offer
- Generous Group Personal Pension Scheme and life cover (subject to age and earnings).
- 25 days annual leave per annum, pro rata, plus 10.5 public and privilege days.
- Buy and sell annual leave.
- Option to carry over up to two weeks annual leave.
- Pirbright gym with subsidised membership.
- Pirbright social club.
- Pirbright Lifestyle Hub (employee discount site).
- Cycle to work.
- Subsidised employee restaurant.
- Childcare allowance.
- Free onsite parking.
- Electric car charging facilities.
Due to the high volume of applications, we receive, if you have not heard from us within one month from closing date of the vacancy, then please contact us on jobs@pirbright.ac.uk for an update.
Service Desk Analyst employer: The Pirbright Institute
Contact Detail:
The Pirbright Institute Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarize yourself with the specific IT systems and software mentioned in the job description, especially Microsoft Windows 10 and Office 365. Having hands-on experience or relevant certifications can set you apart from other candidates.
✨Tip Number 2
Brush up on your incident management skills. Be prepared to discuss your previous experiences in managing IT incidents and how you communicated with users during the resolution process.
✨Tip Number 3
Highlight any experience you have with video conferencing tools, particularly Microsoft Teams. If you have troubleshooting experience with these tools, make sure to mention it during your discussions.
✨Tip Number 4
Demonstrate your customer service skills by preparing examples of how you've successfully resolved user issues in the past. The role emphasizes a high degree of customer service, so showcasing your ability to communicate effectively will be key.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the IT Service Desk Analyst position. Tailor your application to highlight relevant experience in incident management and technical support.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience with Microsoft operating systems, particularly Windows 10 and Office 365. Mention any previous roles where you provided customer service or technical support.
Showcase Communication Skills: Since excellent communication skills are essential for this role, provide examples in your application that demonstrate your ability to communicate effectively with staff and manage their IT issues.
Proofread Your Application: Ensure your application is free from spelling and grammatical errors. A well-written application reflects your attention to detail and professionalism, which are crucial for a Service Desk Analyst.
How to prepare for a job interview at The Pirbright Institute
✨Show Your Technical Skills
Be prepared to discuss your experience with troubleshooting IT issues, especially with Microsoft operating systems and Active Directory. Highlight specific examples where you successfully resolved technical problems.
✨Demonstrate Excellent Communication
Since the role involves acting as a single point of contact for IT queries, showcase your communication skills. Practice explaining complex technical concepts in simple terms, as you may need to assist non-technical staff.
✨Emphasize Customer Service Experience
The Pirbright Institute values excellent customer service. Share instances where you went above and beyond to help users, and explain how you handle difficult situations or complaints.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare for scenarios where you might need to troubleshoot an issue or manage an incident, and outline your thought process and steps you would take.
