The Wellcome Trust is an international philanthropic organization dedicated to enhancing health outcomes by supporting scientific research, spearheading policy initiatives, and fostering collaborations.
We have allocated a budget of £16 billion to fund groundbreaking work in life sciences, health, and wellness over the coming decade while also addressing three critical global health challenges: mental health, infectious disease, and the health impacts of climate change. Success in these areas will require the pioneering science we endorse, but we recognize that science alone cannot resolve these issues.
We’re on the lookout for a Service Desk Analyst to join our dynamic team.
Where will you be situated within Wellcome?
Your role will be situated within the Technology unit of the Digital & Technology (D&T) department, reporting to the Service Desk Manager.
The D&T Service Desk serves as the initial point of contact for those at Wellcome requiring IT support, providing not only technical assistance but also information about all technology-related systems. This role is fundamental in enabling Wellcome’s mission, as you will be involved in essential IT Service Management tasks encompassing Asset, Incident, Problem, and Knowledge Management as well as Service Request Fulfillment.
What are the responsibilities of the role?
As a Service Desk Analyst, your mandate is to offer steadfast, user-friendly, and efficient support facilitated by professional interaction and firm customer engagement. You will understand diverse customer needs and employ Continuous Service Improvement techniques to offer top-tier IT support, aligning with the diverse scope of Wellcome’s mission.
Your duties will include:
– Prioritizing and troubleshooting IT-related issues and service requests by providing phone support, remote assistance, and on-site help according to standard procedures within your realm of responsibility, ensuring timely updates, resolutions, and closure of tickets in line with D&T processes.
– Recording incidents and service requests, maintaining accurate records, and when needed, escalating unresolved issues to relevant D&T resolution teams.
– Installing, managing, and maintaining support for a variety of devices and applications including Windows-based systems, MAC OS & iOS devices, peripherals, desk phones, printers (MFD), and mobile equipment at Wellcome.
– Identifying and implementing solutions to resolve incidents, address problems, and fulfill service requests, either independently or by following established procedures.
– Employing various communication methods such as service desk tools, meetings, etc., to correspond with users, colleagues, service partners, and third parties.
– Developing and contributing to the knowledge base within Service Now to encourage self-service.
Is this role right for you?
We are in search of an individual with at least 2 years of experience in offering IT support in a fast-paced setting, capable of interfacing seamlessly with stakeholders at all levels, and who understands technical issues and the nuances of customer service in providing optimal resolutions. Key qualifications for this position include:
– Proficiency in Windows and Apple operating systems, Office 365, virtualization technologies, and Mobile Device Management (MDM) solutions.
– Familiarity with networking, TCP/IP, OSI model.
– Experience with remote support tools, as well as with Active Directory, Group Policy Objects (GPOs), and Organizational Units (OUs).
– Contribution to a diverse and inclusive organizational culture, working collaboratively across various departments.
– A commitment to continuous improvement of skills through regular training and self-learning.
– A track record of adhering to Service Level Agreements and meeting Departmental Objectives.
To submit your application, please upload your current résumé and complete our brief application form by clicking the ‘Apply’ button above.
Interview dates will be in the week commencing 29th April. For a comprehensive job description and details on the benefits we provide our employees, please visit our website.
Our Hybrid Working Model
Recognizing the outside commitments and interests of our employees, we are committed to a flexible working culture that allows for optimal performance. Currently, we require the role to work a shift rotation from Monday to Friday, 8 am to 6 pm, with a minimum of 2 days per week on-site, subject to organizational needs. Starting from 1st September 2024, the expectation will be 3 days in the office (Tuesday, Wednesday, and Thursday), with flexibility to work the remaining 2 days either remotely or on-site.
Our Dedication to Diversity and Inclusion
At Wellcome, diversity and inclusion are more than just values; they are foundational to our operations. We are devoted to creating an equitable and inclusive workplace where everyone can be their authentic selves and flourish. We welcome discussions about flexible working arrangements for any role and take steps to ensure our hiring process is accessible to all, including those with disabilities or long-term conditions. For more information on accommodations and accessibility, or to get in touch with us, please visit our website or email [email protected].
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