Service Desk Analyst

Join us as a Service Desk Analyst and make an invaluable contribution to our Food Safety & Biosecurity As an IT Service Desk Analyst you’ll be the first point of contact for service users and customers seeking support information or access to IT services. You’ll provide first‑line technical support across multiple channels including phone, email, digital platforms and self‑service tools. You’ll diagnose and resolve issues, interpret user needs and identify solutions while considering potential impacts. What you’ll be doing: Act as the first point of contact for all incoming IT support requests via phone and email. Log, track and manage tickets using our service management platform. Ensure timely resolution of issues in line with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Monitor business‑critical systems and automated processes, taking proactive action when needed. Set up image and support laptops, desktops, mobile devices and other IT equipment. Provide technical support for core systems including Office 365 and Active Directory. Liaise with third‑party suppliers to escalated and monitor support calls. Collaborate with IT Projects, Development and Business Change teams. Deliver first‑time fixes for common incidents and service requests. Process hardware/software orders and raise Purchase Orders. Participate in team meetings and contribute to ad hoc project work. What we’re looking for: Strong customer service and communication skills both written and verbal. Excellent telephone manner and ability to handle queries professionally. An aptitude for IT and an understanding of Office 365. Problem‑solving mindset with a proactive approach. Ability to work under pressure and manage multiple tasks. Eagerness to learn and grow with a willingness to undertake technical training and gain industry certifications. Capable of working independently and as part of a collaborative team. What’s in it for you: 25 days holiday (rising to 29) with the opportunity to buy & sell extra leave. Flexible working hours, on‑site gym, restaurant and free parking. The opportunity to take a paid day out of the office volunteering for our charity partners or a cause of your choice. Company matched pension, life assurance, cycle2work scheme, 15‑week fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and plenty more. Voluntary benefits designed to suit your lifestyle from discounts on retail and socialising to health & wellbeing, travel and technology. Fera operates a LTIP (Long‑Term Incentive Plan) under which all employees are awarded points towards shares in the Employee Benefits Trust on an annual basis. The Employee Benefits Trust holds shares on behalf of our employees; at the point of an equity event the shares will realise a cash value. What we hope you’ll do next: Choose “Apply now” to fill out our short application so that we can find out more about you. If you have any questions you’d like to ask before applying, you can contact us. We’re an equal‑opportunity employer which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format or if you’d like to discuss other changes or support you might need going forward please email at [email protected] and we’ll get back to you. The Company At Fera we’re making the world a healthier and safer place. We’re a joint venture partnership between Bridgepoint and Defra and we’re working proactively to protect the world we live in and the food we eat. Our teams are investigating plant and bee health, crop protection and sustainable agriculture. Join us and discover better as you deliver world‑class science for the future. The Benefits On‑site gym Shopping & transport discounts Voluntary benefits to suit your lifestyle LTIP / share scheme Documents Required Experience: IC Key Skills: Editorial, Catering, B2C, Camp, Computer Engineering Employment Type: Full‑Time Experience: years Vacancy: 1 Yearly Salary: 20,001 - 25,000 #J-18808-Ljbffr