Service Desk Analyst

Job Introduction

Job Description for Service Desk Analyst:

There’s never been a more exciting time to be part of the nuclear sector. New opportunities are being created all the time. At NNL, you’ll be in the ideal place to capitalise on this momentum, face new challenges and develop a long, successful and meaningful career.

We’re an organisation that’s here to experiment and push the limits of what’s possible. So, if you’re keen to excel in your chosen field, this is the place to do it. Because at NNL, anything is possible.

The Service Desk Analyst is the central point of contact between Technology and Digital Change (T&DC) and its users on a daily basis. Via phone call, Service Portal, or email, it is where users log incidents (disruptions or potential disruptions in service availability or quality) and requests (routine requests for services).

The Service Desk Analyst will provide first and second line technical support to internal staff, working with applications and systems to undertake analysis, diagnosis and resolution of user incidents and requests.

Role Responsibility

Main Responsibilities for Service Desk Analyst:

• Act as a single point of contact for phone calls, emails & portal notifications from staff regarding IT incidents and requests.
• Receive, log and manage calls from internal staff via telephone, email and IM.
• Aid with helping the Field Support Engineers maintain an Asset Database – CMDB.
• Provide 1st and 2nd line support and troubleshoot IT related problems from in-house software to hardware, such as Smartphones, Laptops, PCs and Printers 
• Troubleshoot basic network issues.
• Escalate unresolved calls to the appropriate support team.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• Manage tickets and ensure all incidents are resolved in accordance with their SLAs.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Provide basic in-house training, advice and guidance in MS Office applications used (Word, Excel, Outlook, PowerPoint).
• Maintain a knowledge base of known faults, errors and resolutions.
• Perform basic IT support activities, such as creating user accounts, reset passwords, amend access, as some examples.
• Arrange for external technical support where problems cannot be resolved in house.

The Ideal Candidate

Essential Criteria for Service Desk Analyst:

• Demonstrable IT Service Desk and or Call Centre experience.
• Excellent communication skills and telephone manner.
• Self-motivation, who is a customer focused achiever and gains satisfaction from providing excellent customer service.
• Excellent organisational skills.
• Basic user & security group Active Directory administration knowledge.
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10/11, and Office 365.
• Ability to obtain SC level security clearance (this includes but is not limited to identity, employment, financial and criminal record checks plus 5 years’ worth of UK residency).

Desirable Criteria for Service Desk Analyst:

• Excellent diagnostic skills.
• Previous experience in a high security environment would be an advantage but not essential.

About the Company

We are harnessing nuclear science to benefit society Our four key focus areas are; clean energy, nuclear medicine, environmental restoration and security and non-proliferation Working from seven unique facilities across the UK, our 1,400 colleagues combine their expertise to push the boundaries of science – improving the future for our planet and everyone on it.

Join us and discover a career where anything is possible.

NNL has a vision for Equality, Diversity and Inclusivity (ED&I) where NNL aims to be an inclusive workplace that attracts diverse talent through transparent and equal policies and procedures. We want you and the diverse mix of people that we employ, customers that we service and stakeholders that we influence to feel valued. We encourage a workplace culture where everyone can thrive with a sense of belonging.

Recruitment Agency Notice

We operate a strict Preferred Supplier List (PSL) for the provision of recruitment services. Only agencies on our PSL may provide CVs and only when the role is released to them by our recruitment team. We will not accept unsolicited CVs from suppliers not currently on our PSL. We explicitly reserve the right to add candidate details from unsolicited CVs from non-PSL agencies into our own candidate database and to pursue/hire such candidate(s) without any obligation, financial or otherwise, to the agency concerned.

National Nuclear Laboratory