Job Description

Join our IT Support team at our Farnborough office as an IT Support Analyst to provide crucial first and second-line technical support!

This role focuses on delivering on-site assistance, especially in our Western region, including our Farnborough laboratory and, occasionally, other regional offices/sites.

You'll ensure minimal disruption to business operations by efficiently resolving incidents and service requests, utilising the IT Service Management (ITSM) system to log, track, and manage support tickets.

Main Responsibilities

Act as the first point of contact for IT-related incidents and service requests across the Western Region, prioritising on-site support at the Farnborough laboratory and providing effective resolution or escalation as necessary. Troubleshoot and resolve hardware, software, and network issues for end users, with a specific focus on IT equipment connected to laboratory instruments at the Farnborough laboratory. Assist with new starter setups, including laptop configuration, software installation, and account provisioning. Proactively support the maintenance and preventative checks of IT equipment, including laptops, peripherals, docking stations, and specialised IT Equipment at the Farnborough laboratory, minimising downtime. Maintain IT asset inventory, keeping accurate records of IT assets, and manage the collection of IT equipment to/from the Snodland head office/Western region. Document detailed troubleshooting steps and solutions in the ticketing system, ensuring accurate and comprehensive records are maintained for future reference and knowledge sharing. Collaborate with Senior IT Support Analysts on escalated or complex issues and actively engage with the central IT Support team at HQ (Snodland) through frequent on-site attendance (approximately 2-3 times per month), participating in meetings, knowledge sharing, and collaborative problem-solving to ensure consistent service delivery across all regions Contribute to the creation and updating of knowledge base articles and IT support documentation, ensuring accuracy and relevance for end-users, especially regarding lab-specific issues. Participate in hardware and application deployment projects, including upgrades and migrations, considering the broader impact on the Western Region and the Farnborough laboratory. Provide clear and concise technical assistance to end-users with varying levels of technical proficiency, including training when required. Ensure adherence to IT security policies and procedures, escalating risks or breaches as appropriate.

You'll need:

Skills / Qualifications / Experience

Experience with troubleshooting and supporting specialised laboratory instrumentation and associated computer interfaces/software. Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation).NVQ Level 3 or higher in IT, Computing, or a related field. Strong problem-solving and troubleshooting skills. Excellent communication and customer service skills. with the ability to explain technical concepts to non-technical users. Ability to work independently and as part of a team. Proven experience in an IT support or help desk role. Hands-on experience with hardware troubleshooting and maintenance. Familiarity with resolving issues in a hybrid working setup (e.g., VPNs, remote access tools). Participation in IT hardware or software rollouts/migrations. Experience with ITSM systems (e.g., Jira Service Management).
Job Types: Full-time, Permanent

Pay: 32,000.00-40,000.00 per year

Benefits:

Company pension Life insurance On-site parking Paid volunteer time
Schedule:

Monday to Friday Weekend availability
Work Location: In person