Service Desk Analyst

About the Role

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

About You

You’re a proactive problem-solver with a passion for delivering excellent IT support. You thrive in a fast-paced service desk environment, communicate clearly with users at all levels, and take pride in resolving technical issues efficiently. Your strong technical foundation, customer-first mindset, and ability to stay calm under pressure make you a valuable team player.

Responsibilities

• Prioritise and manage many open cases at one time, whilst maintaining Service Level Agreements, informing management of re-occurring problems & trends
• Rapidly establishing a good working relationship with employees or stakeholders through a series of actions, either face-to-face, email or over the telephone,
• Test, Evaluate and Support, the roll-out of new applications & technology
• Respond to requests for technical assistance & service requests, resolve issues and keeping customer informed of progress
• Diagnose and resolve technical hardware and software issues, including setting up profiles and password issues
• Log all Service Desk interactions, and where necessary, escalate more challenging & urgent issues
• Continue to develop technical skills and broaden technical knowledge relevant to the supported systems.
• Updating self-help documents & knowledge articles.

Essential Skills & Experience

• Proven experience in a Service Desk environment, with strong customer service focus and use of support tools.
• Ability to prioritise tasks, meet deadlines, and apply logical thinking under pressure.
• Confident communicator with excellent listening and questioning skills; able to explain technical issues clearly to non-technical users.
• Familiarity with ITIL practices and Service Desk Institute standards.
• Hands-on experience with mobile device support and configuration (iOS and Android).
• Professional IT qualifications (desirable), e.g. ITIL Foundation, Microsoft MCP.

Technical Skills

End-User Application Support:

• Microsoft Office 365 and earlier versions.
• Active Directory administration.
• Unified communications tools (e.g. Microsoft Teams, Zoom, Outlook).
• Oracle E-Business Suite administration.
• Windows operating systems (including Windows 10).

Hardware Support:

• Dell Latitude laptops.
• AV equipment (projectors, LCD screens, etc.).
• Laser and Multi-Functional Printers.
• iPhone and Android smartphones.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert therefore we may at any time bring the closing date forward. We encourage all interested applicants to apply as soon as practical.

We actively recruit citizens of all backgrounds, but the nature of our work in specific departments means that nationality, residency and security requirements can be more tightly defined than others. You will be asked about this throughout the recruitment process. To work at NPL, you will need to obtain BPSS security clearance.

About Us

The National Physical Laboratory (NPL) is a world-leading centre of excellence that provides cutting-edge measurement science, engineering and technology to underpin prosperity and quality of life in the UK.

NPL and DSIT have strong commitments to diversity and equality of opportunity, and welcome applications from candidates irrespective of their background, gender, race, sexual orientation, religion, or age, providing they meet the required criteria. Applications from women, disabled, black, Asian and minority ethnic candidates in particular are encouraged. All disabled candidates (as defined by the Equality Act 2010) who satisfy the minimum criteria for the role will be guaranteed an interview under the Disability Confident Scheme.

At NPL, we believe our success is a result of the diversity and talent of our people. We strive to nurture and respect individuals to ensure everyone feels valued by treating everyone on the basis of their own individual merits and abilities regardless of their own or perceived identity, as part of our commitment to diversity & inclusion, we hold memberships and accreditation to ensure we’re creating an environment where all our colleagues feel supported and welcome, please see our Diversity & Inclusion page.

We are committed to the health and well-being of our employees. Flexible working and social activities are embedded in our culture to create a positive work-life balance, along with a broad range of benefits . Our values are at the heart of what we do, and they shape the way we interact, develop our people and celebrate success.

To ensure everyone has an equal chance, we’re always willing to make reasonable adjustments to the recruitment process. If you would like to discuss, please contact us.