1st Line Helpdesk Analyst

About us:
UCLB is a leading technology commercialisation company within the UK, and has an impressive and successful track record of creating licences and spinouts based on UCL’s intellectual property for 30 years. We are unique within the UK by being an independent, financially self-sufficient company with a strong history of making significant returns for UCL.

What you’ll be doing:
We are seeking a proactive and customer-focused individual to join our IT team as a Helpdesk Analyst. The successful candidate will provide first-line support to both on-site and remote users, ensuring efficient resolution of technical issues and excellent user satisfaction.

What experience you’ll need to apply:
This role requires a willingness to learn, a strong interest in IT, and a commitment to providing exceptional customer service. No commercial IT experience is necessary, a real drive and passion to have a career within IT would also be considered.
This 1-year fixed term contract position includes the opportunity to work towards industry recognized certifications, such as Microsoft certifications.

Duties and Responsibilities:
User Support

• Provide first-line support for technical issues, including hardware, software, and network connectivity, to on-site and remote users.
• Troubleshoot and resolve issues related to Microsoft Office products (Outlook, Excel, Word, etc.) and Office 365 tools (SharePoint, Teams, OneDrive, etc).
• Escalate complex issues to senior staff or external vendors as needed.

Meeting Room Equipment:

• Support and maintain meeting room technology, including audio-visual equipment, video conferencing tools, and associated peripherals.
• Ensure meeting rooms are operational and troubleshoot issues promptly. Helpdesk Software Management:
• Monitor and maintain the helpdesk ticketing system, ensuring timely responses and resolutions.
• Generate reports to identify trends and areas for improvement. Hardware and Software Maintenance:
• Perform routine maintenance and troubleshooting of desktops, laptops, printers, and mobile devices.
• Assist with the setup and configuration of new equipment.

IT Administration:

• Manage user accounts, permissions, and access rights in line with company policies.
• Support onboarding and offboarding processes, including equipment setup and account deactivation.
• Maintain accurate asset management records.

Knowledge Sharing and Documentation:

• Create and maintain knowledge base articles and user guides for common issues.
• Provide basic user training to help staff maximize their use of IT tools.

Security and Compliance:

• Promote security best practices, such as identifying phishing attempts and safeguarding sensitive data.
• Ensure compliance with IT policies and procedures

What you’ll get in return for your experience:
The role will be based predominantly full time in the Tottenham Court Road office, offering superb benefits including 31 days holiday + 8 bank holidays, bonus scheme, good pension and wellbeing allowances.

This is a 1 year fixed term contract with a yearly salary of £25,000 to £28,000 per annum.
If you’re looking to develop your IT skills in a professional environment, apply now to Roy Bennett at ADLIB our recruitment partner via this advert.