Service Desk Analyst 

NPL IT Services – Teddington (On‑site)

Our work at NPL simply wouldn’t be possible without the expertise and dedication of our IT Services team. That’s where you come in.

As a Service Desk Analyst, you’ll be the friendly, knowledgeable first point of contact when our people need technical support. You’ll help keep the organisation moving by resolving IT issues quickly, calmly and professionally – making a real difference to colleagues every single day.

What you’ll be doing

You’ll provide 1st line support across a wide range of hardware and software, ensuring minimal disruption and a positive customer experience throughout.

In this role, you will:

• Be the first point of contact for IT queries via phone, email and face‑to‑face
• Assess, research, diagnose and resolve incidents efficiently, escalating to 2nd line support when required
• Provide clear updates and communication, keeping customers informed from start to finish
• Log, document and track all incidents accurately using Service Desk tools
• Identify recurring issues and trends, escalating insights to management
• Help reduce repeat calls by sharing guidance, useful information and basic end‑user training
• Set up and support hardware, peripherals, consumables and AV equipment, keeping records up to date
• Support the testing, evaluation and rollout of new applications and technologies
• Contribute to self‑help resources and knowledge articles
• Continuously develop your technical knowledge to stay current and effective

Once an issue is resolved, you’ll close it out properly—making sure the solution sticks and the customer is satisfied.

What you’ll bring

You’ll enjoy helping people, take pride in doing things properly, and stay calm when things don’t go to plan.

You’ll have:

• Experience working in a Service Desk or IT support environment, with a strong customer focus
• The ability to prioritise multiple cases, meet deadlines and work within SLAs
• Excellent listening and questioning skills, and confidence explaining solutions to non‑technical users
• A logical, methodical approach to problem solving
• Experience working collaboratively as part of a team

Technical skills & experience

You’ll ideally have experience supporting:

• Microsoft products (Office 365 and earlier versions)
• Windows operating systems (including Windows 10)
• Active Directory
• Mobile devices (iPhone & Android, including telephony)
• Dell Latitude laptops
• AV equipment (projectors, LCD screens, meeting room tech, Teams, Zoom)
• Printers and multi‑functional devices

A professional IT qualification such as ITIL Foundation or Microsoft MCP would be an advantage.

Location

This is a fully on‑site role based at NPL’s Teddington site, where you’ll work closely with colleagues and provide hands‑on support.

NPL and BEIS 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, 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.

We’re transforming. As a national laboratory, we’re exploring even more commercial routes to market and that’s presenting us with greater opportunity – for you and us. Our success relies on the diversity and talent of our people, we strive to nurture and respect individuals to ensure everyone feels valued and supported to excel in their chosen field. This value is at the core of our organisation.

We believe in a culture of fairness by treating everyone on the basis of their own individual merits and abilities regardless of their own or perceived identity, background or any other factor irrelevant to a person’s work. At NPL we are committed to the health and well-being of our employees. Flexible working and social activities are embedded in our culture to create a positive work-life balance, along with a broad range of benefits. NPL’s values are at the heart of what we do and they shape the way we interact, develop our people and celebrate success.

As part of our commitment to diversity & inclusion, we signed up to the Institute of Physics' Project Juno in 2015 as a Juno Supporter. NPL were proud to be awarded Juno Practitioner status in 2018. NPL also joined Stonewall as a Diversity champion in 2015, participating in their annual Workplace Equality Index for the equality of LGBT+ community at NPL. In 2018, NPL became a member of the Business Disability Forum and joined the disability confident scheme as level 1 committed employer.

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.