JOIN US AS A SERVICE DESK ANALYST AND MAKE AN INVALUABLE CONTRIBUTION TO OUR FOOD SAFETY & BIOSECURITY!

As an IT Service Desk Analyst, you’ll be the first point of contact for service users and customers seeking support, information, or access to IT services. You’ll provide first-line technical support across multiple channels—including phone, email, digital platforms, and self-service tools. You’ll diagnose and resolve issues, interpret user needs, and identify solutions while considering potential impacts.

WHAT YOU’LL BE DOING:

• Act as the first point of contact for all incoming IT support requests via phone and email.
• Log, track, and manage tickets using our service management platform.
• Ensure timely resolution of issues in line with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Monitor business-critical systems and automated processes, taking proactive action when needed.
• Set up, image, and support laptops, desktops, mobile devices, and other IT equipment.
• Provide technical support for core systems including Office 365 and Active Directory.
• Liaise with third-party suppliers to escalate and monitor support calls.
• Collaborate with IT Projects, Development, and Business Change teams.
• Deliver first-time fixes for common incidents and service requests.
• Process hardware/software orders and raise Purchase Orders.
• Participate in team meetings and contribute to ad hoc project work.

WHAT WE HOPE YOU’LL DO NEXT:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. If you have any questions you’d like to ask before applying, you can contact recruitment@fera.co.uk
We’re an equal opportunity employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format or if you’d like to discuss other changes or support you might need going forward, please email at recruitment@fera.co.uk and we’ll get back to you.
At Fera, we’re making the world a better, healthier and safer place. We’re a joint venture partnership between Bridgepoint and Defra and we’re working proactively to protect the world we live in and the food we eat. Our teams are investigating plant and bee health, crop protection and sustainable agriculture. Join us and discover better as you deliver world-class science for the future.
+44 (0)300 100 0321