Who sets the standards, to ensure that anything that can be measured is done so with consistency and reliability? We do. Through our vital research, the National Physical Laboratory is helping support scientific and commercial innovations, international trade, environmental protection and health and wellbeing. A lot of which we simply couldn’t do without the support of the IT Services team.
As a Service Desk Analyst, you’ll act as 1st line support – dealing with software and hardware related issues so that our people can get on with their work. At NPL, we touch ordinary lives in extraordinary ways and you could too.
Like most organisations, we’re heavily reliant on our IT to operate efficiently. So, when things go awry you’re the first point of contact. You’ll answer queries, then assess, research, diagnose and resolve them – escalating to 2nd Line when needed. It’s about providing high levels of customer support and reacting quickly so that there’s minimum disruption. You’ll also help reduce repeat calls, by following up with useful information and giving basic training. Everything you do will need to be logged and documented and you’ll also highlight any recurring trends. And once resolved, you’ll close out the incident. Keeping your skills and up-to-date is absolutely essential to your performance and ours. You’re also happy to set up hardware peripherals, consumables and AV equipment as needed, keeping track of what’s where and when.
Note: This is an on-site role based at the NPL Teddington site