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Terumo Aortic is a global leader in the design and manufacture of life‑saving vascular and cardiac technologies. We are now looking to recruit an IT Service Desk Analyst to join our IT team, providing first‑line technical support to colleagues across the business.
The Role
As an IT Service Desk Analyst, you will be the first point of contact for IT support, helping to resolve hardware, software, and operational issues while delivering an excellent customer experience. You will play a key role in maintaining stable, secure, and efficient IT services aligned to our IT Roadmap.
Key Responsibilities
1. Provide first‑line IT technical support to end users across Windows and Linux environments
2. Log, manage, prioritise, and escalate support tickets via the Terumo Aortic Service Desk system
3. Communicate clearly with users to keep them informed of progress and resolutions
4. Build, deploy, configure, troubleshoot, and repair end‑user devices
5. Support and maintain IT equipment including laptops, desktop PCs, mobile/desk phones, printers, barcode scanners, and peripherals
6. Maintain accurate hardware and software asset records within IT asset management systems
7. Create and maintain documentation and SOPs for first‑line support processes
8. Support general network administration tasks
9. Liaise with external IT suppliers where issues cannot be resolved internally
10. Contribute to ad‑hoc projects and additional IT support activities aligned to the IT Roadmap
Quality, EH&S & Compliance
11. Work in line with company policies, procedures, and the Quality Management System (QMS)
12. Ensure accurate completion of records and maintain audit readiness at all times
13. Actively support Environmental Health & Safety requirements and promote safe working practices
Skills, Experience & Qualifications
Essential:
14. Proven experience in a Service Desk or Desktop Support role
15. Strong knowledge of Windows environments
16. Experience supporting users with hardware, software, and networking issues
17. Familiarity with Active Directory and Windows Server administration
18. Experience supporting Microsoft Exchange and Microsoft services
Desirable:
19. Microsoft certifications
20. Experience with SQL Server, Linux, and network troubleshooting (TCP/IP, LAN, WAN)
21. Exposure to Ivanti ITSM, firewalls, and VPNs
22. ERP system experience, particularly SAP