Service Desk Technician

Service Desk Technician

EMBL-EBI - European Bioinformatics Institute

Hinxton, United Kingdom

We are seeking a talented and enthusiastic Service Desk Technician to join our growing Service Desk function, providing both remote and on-site support to EMBL-EBI’s 850 users. 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.

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 minimum of 1-2 years experience working in an IT support role
• 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, particularly in supporting Linux
• 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.

Behaviours

• Ability to work well in a team & alone when needed
• Proactive, Customer focused support
• Someone who seeks opportunities to learn & expand technical knowledge
• Supportive, helpful colleagues who contributes to a helpful & positive environment

Apply NowDeadline 19 July