Service Desk Analyst in Woking

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. This important research would not be possible without the proportionate use of animals, which are integral to the development of new disease control measures such as vaccines and diagnostics. We have an establishment‑wide commitment to the 3Rs (replacement, reduction and refinement), high standards of animal welfare, a culture of care and openness.

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 first line 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 responsibility

• Act as a single point of contact for staff contacting IT with issues and queries via phone calls and emails
• Receiving, logging and managing calls via the booking system
• Maintaining an Asset Database and track changes
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Troubleshooting of IT related problems from software to hardware, such as Laptops, PCs, Printers and mobiles
• Escalating user problems to second-line support when needed
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups
• Publishing support documentation to assist staff with requests for information if required
• Arranging external technical support where problems cannot be resolved in house
• Hosting external engineers AV technical support for conference and meeting rooms
• To maintain a high degree of customer service for all support queries and adhere to all service management principles

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 his/her 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. All employees shall actively participate in the Institute-wide quality assurance system in conjunction with the Institute’s Quality Manager. Employees are also expected to safeguard their own health and safety and security by following policies and all employees are responsible for the Health and Safety and security of staff under their management.

Specific requirements

• Knowledge of Microsoft based operating systems with emphasis on Windows OS and Microsoft Office 365.
• Active directory administration.
• Previous experience in a helpdesk or IT support role
• Experience with using and troubleshooting Microsoft Teams
• Knowledge of video conferencing equipment with emphasis on Teams

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 public and privilege days
• Buy and sell annual leave
• Option to carry over up to two weeks annual leave
• Pirbright gym with membership
• Pirbright social club
• Pirbright Lifestyle Hub (employee discount site)