Service Desk Analyst

Join us as a Service Desk Analyst and make an invaluable contribution to our Food Safety & Biosecurity!

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

What youll 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 were looking for:

• Strong customer service and communication skillsboth written and verbal.
• Excellent telephone manner and ability to handle queries professionally.
• An aptitude for IT and an understanding of Office 365
• Problem-solving mindset with a proactive approach.
• Ability to work under pressure and manage multiple tasks.
• Eagerness to learn and grow with a willingness to undertake technical training and gain industry certifications.
• Capable of working independently and as part of a collaborative team.

Whats in it for you

• 25 days holiday (rising to 29) with the opportunity to buy & sell extra leave.
• Flexible working hours on-site gym restaurant and free parking
• The opportunity to take a paid day out of the office volunteering for our charity partners or a cause of your choice
• Company matched pension life assurance a cycle2work scheme 15 weeks fully paid maternity adoption and shared parental leave paternity pay of two weeksand plenty more.
• Voluntary benefits designed to suit your lifestyle from discounts on retail and socialising to health & wellbeing travel and technology
• Fera operates a LTIP ( Long Term Incentive Plan) under which all employees are awarded points towards shares in the Employee Benefits Trust on an annual basis. The Employee Benefits Trust holds shares on behalf of our employee at the point of an equity event the shares will realise a cash value.

What we hope youll 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 youd like to ask before applying you can contact

Were an equal opportunity employer which means we recruit and develop people based on their merit and passion. Were 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 youd like to discuss other changes or support you might need going forward please email at and well get back to you.

At Fera were making the world a better healthier and safer place. Were a joint venture partnership between Bridgepoint and Defra and were 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.