IT Helpdesk Analyst

The Opportunity - The Department of Physics at the University of Cambridge is entering an exciting new era. We have recently moved into the state-of-the-art Ray Dolby Centre, a purpose-built facility for world-leading research. To support this transition and ensure our academic mission is met, we are seeking a proactive IT Helpdesk Analyst to join our dedicated team. The Role - As a key member of the IT Services Helpdesk team, you will provide critical first, second, and occasionally third-line support to a research-intensive department that depends on seamless IT and audiovisual delivery. Primarily an onsite role, you will be at the forefront of transforming our customer service experience as we continue to settle into our new home. Your key responsibilities will include:

• Customer Support: Resolving technical issues across Windows and macOS ecosystems, web-based applications, and general networking.
• Service Quality: Monitoring real-time data and reporting on service statistics to ensure we consistently meet Service Level Targets (SLTs).
• IT Security: Identifying emerging threats and promoting best security practices to protect our world-class research data.
• Knowledge Sharing: Maintaining a comprehensive IT solution knowledge base and delivering 1-to-1 or small group training to empower our users.
• Continuous Improvement: Driving service enhancements and contributing to the operational efficiency of the IT Services centre.

We need a service-oriented individual with a "can-do" attitude. You should have:

• Essential experience in a customer service environment.
• The ability to share technical knowledge effectively with colleagues and users.
• A willingness to participate in an onsite support rota and occasionally work outside normal hours for emergency fixes.
• A commitment to professional values, including integrity, inclusivity, and teamwork.

Once an offer of employment has been accepted, the successful candidate will be required to undergo a basic disclosure (criminal records check) check, a health assessment and a security check.