Service Desk Analyst

Successful candidates will have a unique experience working on or supporting the latest ground-breaking cyber security and networking technologies on a national and international scale. This opportunity will allow those involved to have first-hand exposure to the latest technologies via the research and development that we are undertaking to secure our telecommunications networks, in order to keep the UK the safest place to live and do business online. As a trusted and independent national capability, the UKTL will interact at the intersection of standards bodies, such as 3GPP, the National Cyber Security Centre and the wider UK intelligence community, academia, Ofcom, as well as Communications Service Providers and telecommunication equipment vendors. You'll be a member of the IT Service Delivery Team, acting as an administrative and technical focal point, responsible for providing, assessing, maintaining & repairing hardware and providing advice and recommendations to end users. You will manage hardware and software assets and assist with technical procurements. Successful Applicants must be able to commute to the UKTL offices in Birmingham at least twice a week., You will be the main administrative point of contact in the UKTL Service Delivery team. You will assist with technical procurements, plus the logging and tracking of hardware and software assets. This role works closely with staff across UKTL to ensure records are kept up to date and are accurate and supports the assessing and resolving 1st and 2nd line software and hardware related issues, ensuring SLA's are met and a high level of customer service is maintained. The successful candidate will:

• Assist staff with technical procurements. Provide purchasing advice and assistance -including obtaining quotes and placing orders. Work with the Procurement department to ensure purchasing activities are carried out in accordance with NPL procurement policy.
• Populate and maintain a hardware and software contract Asset Management database with all relevant information on licenses and contracts.
• Using the asset management tools, monitor and manage hardware and software assets to ensure required information is captured and is current and correct, providing a single source of truth ensuring accurate recording and reporting of all IT assets.
• Assess and resolve incidents and requests for information, researching technical issues to diagnose and resolve or escalating to Service Delivery Technicians for 2nd Line support where necessary.
• Provide a high level of customer service, assistance and support, liaising directly with the customer and responding to enquiries and incidents, following up with customers to ensure resolution of incidents adhering to service level agreements and customer requirements.
• Document, maintain and provide support information to customers so that customers can develop their use of the technology, minimising repeat calls to the service desk, and well as enabling reporting trends to the Service Delivery Manager.
• Develop & share knowledge, technical skills and experience relevant to the supported systems and processes.
• Responsible for taking reasonable duty of care for Health & Safety of themselves and of other persons who may be affected by their acts or omissions at work and always follow direct instructions given with regards to Health & Safety.
• Observe the security guidelines in place, reporting any concerns to senior management.
• Perform other Service Delivery administrative duties commensurate with the role.
  
  Our departments are busy. That's why we need someone who is exceptionally organised. Ideally, you'll have previous administrative experience. However, if you've got commercial know-how, great communication skills, are willing to go above and beyond and have lots of common sense, then we're interested in hearing from you. Beyond that, we're looking for someone who'll thrive in an environment like ours. At UKTL we learn from each other, respect each other, and work together to do better - for ourselves and for our customers. And whilst we're always looking to stretch beyond what we know, we don't make things more complicated when there's no need. Together, we're helping make the impossible, possible.
  
  The National Physical Laboratory (NPL) is a world-leading centre of excellence that provides cutting-edge measurement science, engineering and technology to underpin prosperity and quality of life in the UK.
NPL and DSIT have strong commitments to diversity and equality of opportunity, and welcome applications from candidates irrespective of their background, gender, race, sexual orientation, religion, or age, providing they meet the required criteria. Applications from women, disabled and black, Asian and minority ethnic candidates in particular are encouraged. All disabled candidates (as defined by the Equality Act 2010) who satisfy the minimum criteria for the role will be guaranteed an interview under the Disability Confident Scheme. At NPL, we believe our success is a result of the diversity and talent of our people. We strive to nurture and respect individuals to ensure everyone feels valued by treating everyone on the basis of their own individual merits and abilities regardless of their own or perceived identity, as part of our commitment to diversity & inclusion, we hold memberships and accreditations to ensure we're creating an environment where all our colleagues feel supported and welcome, please see our Diversity & Inclusion page. To ensure everyone has an equal chance, we're always willing to make reasonable adjustments to the recruitment process. If you would like to discuss, please contact us.

We strive to offer a great work life balance - if you are looking for full time, part time or flexible options, we will try to make this work where business possible. This will be dependent on the kind of role you do and part of the business you work in.,
• Pension scheme with a minimum 5% employer contribution (12% employer contribution if you elect to contribute 6%)
• Performance related pay review in 2025 (non-contractual)
• Employee assistance programme
• Interest free loans (Up to £5k for season ticket loans, house purchase deposit)
• + Much more