IT Service Desk Analyst

Overview

We are looking for an enthusiastic Service Desk Analyst to join our IT Services team.

We’re a growing business and are keen to find applicants who enjoy working within a collaborative and busy environment, take pride in their work, and are motivated to make a positive impact through what they do day-to-day.

The Service Desk is the face of IT, and providing a personal, professional service is important to us. Together, we focus on building trust and strong working relationships with our colleagues across the business, taking clear ownership of issues, and working proactively to resolve problems in a way that delivers a high level of satisfaction.

In this role, you will work closely with a team of like-minded IT colleagues, where you will grow your skills and have exposure to new tools, techniques and technologies. We encourage initiative, collaboration, and thoughtful problem-solving, as well as continuous improvement in how we deliver support.

If you enjoy working within a team that puts customer service at its centre, values ownership and accountability, and enjoy providing hands-on IT support while learning and developing, then we are looking for you!

The team

You’ll be joining a team of 6, within a wider department of 30, and play a key role in providing IT Support to over 700 colleagues.

The role is hands-on, with regular opportunities for in-person and 1:1 support, balanced with effective use of remote support and other tools where appropriate. You’ll provide technical support to a wide range of colleagues working at Cambridge Consultants, including corporate staff, engineers, scientists, and other specialists.

The team works on a flexible rota basis to cover core business hours between 8am and 6pm Monday to Friday. After an initial settling-in period we will be able to offer you the option of hybrid working.

Cambridge Consultants has a strong culture of knowledge sharing, and the IT Services group is no different. You’ll be supported with training, guidance, and opportunities to learn, while also being encouraged to contribute your own knowledge and ideas. Ongoing development is treated as an important and intentional part of the role, helping both individual growth and the effectiveness of the wider team.

Responsibilities

Your days will be varied, but will typically include:

• Providing IT support via telephone, email, and in-person


• Configuring and deploying desktop, laptop and mobile endpoints


• General servicing and proactive maintenance of hardware


• Troubleshooting and supporting software applications


• Creating, managing, and maintaining support tickets


• Supporting audio-visual and video-conferencing systems


• Providing IT familiarisation and onboarding support for new starters


• Design and develop reports and dashboards using tools such as Power BI and Salesforce that clearly communicate insights and support strategic and operational decisions

What you can bring

• Relevant experience in an IT support role


• A strong customer service mindset and the ability to work collaboratively


• A willingness to learn, develop, and improve ways of working


• Good attention to detail and organisational skills


• Strong interpersonal, communication and time management skills


• Experience of supporting Windows 11 and Microsoft 365


• Experience of supporting and troubleshooting MacOS and Linux is highly desirable

If you’re excited about the role but don’t meet every requirement, we encourage you to apply as training will be provided. You’ll have the autonomy to organise your day and prioritise your workload, with support from the rest of the team.