NPL IT Services – Teddington (On‑site)
Our work at NPL simply wouldn’t be possible without the expertise and dedication of our IT Services team. That’s where you come in.
As a Service Desk Analyst, you’ll be the friendly, knowledgeable first point of contact when our people need technical support. You’ll help keep the organisation moving by resolving IT issues quickly, calmly and professionally – making a real difference to colleagues every single day.
What you’ll be doing
You’ll provide 1st line support across a wide range of hardware and software, ensuring minimal disruption and a positive customer experience throughout.
In this role, you will:
* Be the first point of contact for IT queries via phone, email and face‑to‑face
* Assess, research, diagnose and resolve incidents efficiently, escalating to 2nd line support when required
* Provide clear updates and communication, keeping customers informed from start to finish
* Log, document and track all incidents accurately using Service Desk tools
* Identify recurring issues and trends, escalating insights to management
* Help reduce repeat calls by sharing guidance, useful information and basic end‑user training
* Set up and support hardware, peripherals, consumables and AV equipment, keeping records up to date
* Support the testing, evaluation and rollout of new applications and technologies
* Contribute to self‑help resources and knowledge articles
* Continuously develop your technical knowledge to stay current and effective
Once an issue is resolved, you’ll close it out properly—making sure the solution sticks and the customer is satisfied.