Our mission is to push the boundaries of complex cell analysis. Using the Lightcast platform we are working with major pharmaceutical companies and leading academic institutes. Together, using our next generation microfluidic platform, we are making advances towards new science, unique clinical approaches, new therapies and innovative products.
The Lightcast platform allows precise and highly flexible independent control of thousands of microdroplets independently and in parallel using software-generated light patterns. By combining droplets containing different cells, antibodies, cancer drugs, reporters and /or other reagents we can perform complex workflows and assays with a flexibility far beyond what is currently possible on any cell analysis platform.

ABOUT THE ROLE

The Service Desk Engineer is responsible for the effective delivery of a customer-focused, professional IT support service and expected to work effectively as part of a small IT team. The Service Desk Engineer works with a level of autonomy, delivering a consistent, high quality service following IT processes and procedures.
You will take ownership of incidents and requests and collaborate with colleagues to deliver innovative, appropriate and timely solutions through a variety of contact methods and channels.
Providing first-line technical support to users, resolving basic IT issues related to hardware, software, and networks. You will process user enquiries, document issues, troubleshooting common problems, and maintain detailed records of incidents and solutions. Complex problems are escalated to higher-level support.
This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT and AV knowledge to support our meeting rooms.
You will be responsible for the 1st and 2nd line IT support for internal users, including logging tickets, analysing and resolving issues, tracking trends and escalating where necessary within our IT team.
You will be more than an analyst, you will be adept at working at 2nd line, providing engineering support as well.
You’ll also contribute to the wider IT objectives, working within the team to ensure you acquire technical knowledge to develop your skills. You’ll be the first point of contact for IT issues, and, through proactivity and initiative, you will ensure our users get first-class IT support.

DUTIES

• First point of contact for IT issues requiring support for both colleagues and visitors. Aiding at both tier 1 and 2.
• Deliver IT Inductions for new starters and advise users on good practice.
• Deploy and maintain Operating Systems and Applications on computers.
• Maintain accurate asset inventory and control of corporate hardware within our ITSM system.
• Order IT consumables and small equipment
• Support Desk moves, changes, provision & induct new starters.
• Advocate the ‘user voice’ within the IT team.

KEY RESPONSIBILITIES

User Support: Providing prompt and effective IT support to users, addressing their inquiries, and resolving common technical issues.
Incident Management: Capturing, validating, and triaging user queries and issues for further processing.
Troubleshooting: Diagnosing and resolving problems with hardware, software, and networks.
Documentation: Maintaining detailed records of incidents, resolutions, and knowledge base entries. Create, Maintain and improve IT process and operation materials
Escalation: Identifying and escalating complex issues to higher-level support teams.
Communication: Communicating effectively with users, providing updates on issue status, and ensuring satisfaction.
Knowledge Management: Contributing to the development and maintenance of knowledge base articles and procedures.