Service Desk Technician
Full-Time
Job Description
About the Team
We are seeking a talented and enthusiastic Service Desk Technician to join our team on a short term contract until early 2027 to cover a period of absence.
You’ll be part of a friendly team providing first line support to a diverse user base, with requirements ranging from daily desktop issues (laptops, printing, connectivity), to supporting the provision of complex global bioinformatics services. We operate a vast and unique infrastructure both in-house and in the Cloud and you’ll be exposed to all of it, learning as you go and developing the skills to take your IT career to the next level. This will be a great opportunity for someone looking to start their career in IT, or if you have a couple of years experience that you want to continue to build on!
The kind of behaviours that help our team thrive
- A keenness to gain experience in IT
- Ability to work well in a team & alone when needed
- You are proactive & customer focused support
- Someone who seeks opportunities to learn & expand technical knowledge
- Being a supportive, helpful colleague who contributes to a helpful & positive environment
Building on the experience you already have, you’ll get to know the systems we use, the technologies we employ, the processes we follow and the challenges we face, in an environment where no two days are ever truly the same
In this role you will:
- Provide onsite and remote technical support to staff members and visitors
- Be part of a team acting as the first point of contact for all IT-related queries
- Ensure all technical issues and queries received are logged, tracked and actioned according to agreed processes and best practices
- Resolve or escalate tickets to the correct team within the IT department, following defined processes and procedures
- Communicate with end-users in a clear, professional and friendly manner
- Work ensuring compliance with ITIL Incident, Problem and Change Management processes and standards (training will be provided)
- Work with your colleagues in other technical teams to develop and deliver quality services
- Ensure the security and confidentiality of the personal information of our users and our data (training will be provided)
- Carry out team administrative duties as required
You have (Essential)
Qualifications, experience & skills
We don’t expect you to know it all, but we’d like you to have…
- IT industry qualifications or a relevant IT degree
- A good understanding of IT in a professional environment, with experience configuring end-user devices and operating systems (macOS, Linux or Windows), computer hardware and peripherals
- Basic programming or scripting experience (e.g. Bash, Powershell, Python)
- Excellent customer facing skills
- Great interpersonal skills; you’re a team player
- A desire to develop your technical skills
- Enjoy working in a busy and changing environment
- Problem-solving skills – you can troubleshoot & resolve technical issues effectively and efficiently
- You’re a quick and keen learner who knows when to ask for help
- You can follow defined processes and procedures accurately, without supervision
You might also have (Desirable)
It would be even better if you have further experience and/or knowledge of…
- Linux administration
- Linux email servers and mailing lists
- Computer networks
- Audio-visual and video conferencing systems
- Handling tickets in an ITSM system (we use ServiceNow)
We welcome applications from candidates who don’t tick all the boxes above, so please don’t be discouraged if your experience doesn’t quite fit – we will provide the necessary training for the right candidate.
Benefits and Contract Information
- Hybrid working arrangements
- Generous time off: 30 days annual leave per year, in addition to eight bank holidays
- Relocation package
- Campus life: Free shuttle bus to and from work, on-site library, subsidised on-site gym and cafeteria, casual dress code, extensive sports and social club activities (on campus and remotely)
- Family benefits: On-site nursery, 10 days child sick leave and holiday clubs on campus
- Salary: Grade 3-4 monthly salary at £2,830 – £3,064 per month after tax. but excluding national insurance contributions.
- Contract type: Supernumerary – this contract type will be required to pay class 3 National Insurance Contributions (approximately £17.75 a week, please check UK HMRC website).
- Contract duration: This position is a Supernumerary contract until December 2026
- Diversity and inclusion: At EMBL-EBI, we strongly believe that inclusive and diverse teams benefit from higher levels of innovation and creative thought. We encourage applications from women, LGBTQ+ and individuals from all nationalities.
- Job location: This role is based in Hinxton, near Cambridge, UK. You will be required to relocate if you are based overseas.
