£29,000 - £32,000 (+ Benefits)
Reports to: Technology Service Desk Team Lead
Contract: Permanent
Hours: Full time 35 hours per week
Location: Stratford, London (Office‑based with high flexibility)
What will I be doing?
* Providing a high level of customer service to all Cancer Research UK end users, ensuring optimal first‑line support.
* Receiving and responding efficiently to customer incidents and requests via phone, email and service portal, taking appropriate action to investigate and resolve them with minimal downtime.
* Resolving user requests promptly and effectively in line with agreed SLAs.
* Following up with customers to confirm incident resolution and request fulfilment.
* Logging and managing all customer issues by classification and priority.
* Performing first‑time fixes where possible or escalating queries when necessary.
* Following standard diagnosis and resolution procedures (including commercial and bespoke applications, Windows OS, hardware and peripheral, and network‑related issues).
* Reviewing incident and request tickets and data quality to ensure tickets meet IT standards.
* Collaborating with support teams while keeping customers informed about progress.
* Assisting with the escalation of SLA breaches and compliance failures.
* Documenting and maintaining the Service Desks processes and procedures while contributing to the teams knowledge base.
* Providing project support to service improvement projects, ensuring that assigned tasks are completed promptly and accurately.
* Performing user account management and administration.
* Operating within the Cancer Research UK Technology teams standards and procedures.
What skills will I need?
* Previous service or support desk experience (either within an IT or Customer Service environment).
* Demonstrable background in supporting customers with a collaborative and solutions‑driven approach.
* Good working knowledge and troubleshooting skills for all Windows operating systems.
* Broad understanding of all MS Office and Adobe applications.
* Good understanding of concepts such as WAN, LAN, Servers, Intranet, Internet, TCP/IP.
* Excellent interpersonal communication skills with a proven ability to build relationships and communicate effectively with a wide‑ranging audience both in‑person and virtually.
* Proactive approach and interest in learning and developing new skills and a career in IT.
* Either immediately available or on one months notice or less.
What will I gain?
We create a working environment that supports your wellbeing and provide a generous benefits package, a wide range of career and personal development opportunities and high‑quality tools. Our policies and processes enable you to improve your work‑life balance, take positive steps in your career and achieve your personal wellbeing goals.
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