About the Role
NPL IT Services – Teddington (On‑site)
Our IT Services team keeps the organisation running. As a Service Desk Analyst, you’ll be the friendly, knowledgeable first point of contact when our people need technical support, helping keep the organisation moving by resolving IT issues quickly, calmly and professionally.
What You’ll Be Doing
* Provide 1st line support for hardware and software across a wide range.
* Be the first point of contact for IT queries via phone, email, face‑to‑face.
* Assess, research, diagnose and resolve incidents efficiently, escalating to 2nd line 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 testing, evaluation and rollout of new applications and technologies.
* Contribute to self‑help resources and knowledge articles.
* Continuously develop your technical knowledge.
About You
You’ll enjoy helping people, take pride in doing things properly and stay calm when things don’t go as planned.
* Experience working in a Service Desk or IT support environment, with a strong customer focus.
* The ability to prioritise multiple cases, meet deadlines and work within SLAs.
* Excellent listening and questioning skills, and confidence explaining solutions to non‑technical users.
* A logical, methodical approach to problem solving.
* Experience working collaboratively as part of a team.
Technical Skills & Experience
* Microsoft products (Office 365 and earlier versions).
* Windows operating systems (including Windows 10).
* Active Directory.
* Mobile devices (iPhone & Android, including telephony).
* Dell Latitude laptops.
* AV equipment (projectors, LCD screens, meeting‑room tech, Teams, Zoom).
* Printers and multi‑functional devices.
A professional IT qualification such as ITIL Foundation or Microsoft MCP would be an advantage.
Location
This is a fully on‑site role based at NPL’s Teddington site, where you’ll work closely with colleagues and provide hands‑on support.
Equal Opportunity
We welcome applications from candidates of all backgrounds. All disabled candidates who meet the minimum criteria will be guaranteed an interview under the Disability Confident Scheme.
J-18808-Ljbffr