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Job Title: IT Support Analyst - Science and Technology Facilities Council

Salary: £28,498 per annum
Hours: Full time
Contract Type: Open Ended
Location: Science and Technology Facilities Council, Rutherford Appleton Laboratory Harwell, Oxfordshire

Come and do the kind of computing that got you into technology in the first place. Work with cutting-edge tech and world-leading scientists and engineers. And harness the power of some of the country's most advances supercomputers to tackle work that improves daily life in the UK and far beyond.

Put simply, come and discover the impact you can make when you're equipped, encouraged and inspired to perform to your very best.

Are you an IT professional who has a passion for providing excellent IT & customer support? Are you inspired to find the best solutions to customer issues? We are offering an exciting role within our organisation where the successful candidate will work alongside other IT professionals to support an interdisciplinary team of engineers and scientists, using innovative technologies to enable science at the facility.

The IT equipment you will support lies at the heart of many scientific activities at the laboratory. You will support and help to maintain existing systems and help us deliver a fantastic service. You will also play a key role in helping us innovate and improve our processes.

Training will be provided as necessary. In addition to a full induction and on the job training, you will have the opportunity to subscribe to professional online tutorial sites, attend technical courses and undertake various core skills training.

Who are we?

The Science and Technology Facilities Council (STFC) is one of Europe's largest science research organisations. We are trusted to support, enable and undertake ground-breaking projects in an amazing diversity of fields. Through world-class facilities and people, we're driving innovative advances in science and technology.

ISIS Neutron and Muon Source is a world-leading centre for research in the physical and life sciences. Our suite of instruments gives unique insights into the properties of materials on the atomic scale. We support a national and international community of more than 3000 scientists for research into subjects ranging from clean energy and the environment, pharmaceuticals and health care, through to nanotechnology and materials engineering, catalysis and polymers, and on to fundamental studies of materials.

Our Benefits:

Our Benefits include a flexible working scheme (subject to business requirements), Defined benefit pension scheme, and 30 days annual leave allowance plus 10.5 bank holiday/privilege days and several other benefits.

About you

You will need to be proficient in using a computer and helping others with their computer and software. Specific training in tools required to do the role will be provided as necessary. You will have a proactive attitude to problem-solving with a detailed and logical approach. You will be able to learn quickly, with the ability to work independently and within a dynamic and diverse team environment.

A day in the life of an IT Service Desk Analyst at STFC will involve

• Delivering excellent customer service to our customers in person, by phone, and by email.
• Gathering, analysing, and using information from different sources to resolve incidents and deal promptly with requests.
• Documenting and logging all contacts and actions into the Service Desk ticketing system and providing progress updates to customers regarding their issues.
• Following customer issues through to completion to ensure resolution and customer satisfaction have been achieved.
• Crafting and maintaining excellent customer-facing tools and documentation to provide a platform that allows customers to help themselves.
• Crafting and maintaining internal process documentation that follows industry standard methodologies and helps provide a consistent service to all customers.
• Being prepared to think creatively and find novel solutions to issues.
• Setting up the tools needed by the team to deliver and monitor its service.
• Working closely with other service desks and other IT professionals across STFC.

The below criteria will be assessed at Shortlisting (S), Interview (I), or both (S&I)

Essential Skills & Attributes

• Exceptional customer service skills, with the ability to deal professionally in all situations. (S&I)
• Solid understanding of common technologies used in an enterprise desktop environment (S&I)
• Experience in supporting software packages, including Microsoft Office products. (S&I)
• A proactive approach to finding solutions, including the ability to ask appropriate questions to get sufficient information, and the ability to analyse evidence and data. (I)
• The ability to work effectively with minimal direction, prioritising tasks, and delivering results with a high degree of attention to detail. (I)

We ask some of the biggest questions in the universe, to answer some of the biggest challenges in the world. Together, our scientists, technologists, engineers, technicians and business support team explore the unknown across every field you could think of. And they turn what they find into work that changes the world around us.

What could you achieve with the world-leading facilities and experts of one of Europe's largest research organisations by your side?

Join us and discover what's possible.