Job details

We are currently looking for a Senior Desktop Support Analyst that we will be recruiting for one of our Government Organisations and Contracting Authorities in the coming weeks.

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BEIS are looking to being in an enthusiastic individual to provide excellent IT support to their customers and help reimagine their service desk for the future. The role will be based at the Rutherford Appleton Laboratory, near Oxford.

As a Senior Desktop Support Analyst, you will: 

• Be proactive, think outside the box and be extremely comfortable in using and supporting a wide range of IT equipment, desktop and laptop machines, mobile devices, printers and servers.
• Work alongside IT professionals as part of the wider ISIS Computing division and be required to work with a range of people including scientists, users, technical staff and administrative staff.
• You will support and help to maintain existing systems and help deliver a fantastic IT support service. You will also play a key role in helping innovate and improve processes including building in automation and self-service.
• Deliver excellent customer service to our internal and external customers in person, by phone and by email.
• Set up tools to help yourself and colleagues manage incoming support queries and calls by identifying, registering and categorizing them.
• Gather, analyse and use information to resolve incidents and promptly deal with requests.
• Create and maintain excellent customer facing tools and documentation, helping to provide a platform that allows staff to help themselves where appropriate.
• Create and maintain internal process documentation that follows industry standard best practices.
• Help create and follow well defined processes, providing a consistent service to all staff and, where appropriate, introduce automation that can be used by the whole team to speed up our time to resolution.
• Investigate and resolve issues relating to IT equipment and systems including being prepared to find novel solutions to issues.
• Set up the tools needed by the team to deliver and monitor its service.
• Work closely with other service desks and other IT professionals across STFC

You’ll have:

• Excellent written and oral communication skills and able to interact effectively with individuals at all levels
• Previous experience in a customer-facing role
• Experience of using, setting up, and troubleshooting computers including drivers, and apps/software
• A high degree of attention to detail and ability to analyse evidence and data in order to help solve problems
• Experience of using Microsoft Office and experience supporting a range of other software packages
• Ability to ask appropriate questions to get sufficient information to help the team investigate