IT Service Desk Analyst London 2023

At our organisation, we are unified around our purpose: We use the power of leading-edge science to save and improve lives around the world. For more than a century, we’ve been at the forefront of research, bringing forward medicines, vaccines and innovative health solutions for the world’s most challenging diseases.

Job Description

Our Support Functions deliver services and makes recommendations about ways to enhance our workplace and the experience of working at our organization. Our Support Functions include HR, Finance, Information Technology, Legal, Procurement, Administration, Facilities and Security.

Our IT team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver the services and solutions that help everyone to be more productive and enable innovation.

Working in a professional and friendly environment, will provide you the opportunity to gain practical experience in an IT Service Desk Analyst (Infrastructure) role and will help build a strong foundation for success in your future. Throughout your twelve-month placement with our Company, you will be provided with the opportunity to support, develop and improve our Infrastructure systems and processes and will have the opportunities to travel to other sites.

Duties

Resolve and Manage IT Assistance Requests

• Management and resolution of helpdesk cases logged by users across site
• Be able to devise technical and creative solutions to user issues
• Prepare detailed notes and reports for users through the steps they can take to resolve software and hardware issues
• Be able to set priorities when handling multiple cases

Involvement in key projects for continuous improvement of computing and network technologies on site

• Development of new business systems to meet business specifications, project timescales and users’ expectations
• Provide technical expertise to implement and integrate new and existing systems and technologies
• Opportunity to work in an Agile environment to deliver business demands and drive business value
• Opportunity to manage and deliver your own projects with guidance from your mentor

Maintain compliance to our Company’s Corporate and Regulatory guidelines for IT systems

• Ensuring all necessary training is completed and documented successfully
• Maintain detailed records of user issues with software and hardware
• Production of accompanying documentation for the implementation of new systems
• Adherence to our Company’s Standard Operating Procedures (SOP’s) in everything you do

Technical Specifications

• You will be looking to complete a 12-month student internship in your third or penultimate year of study of your undergraduate degree, returning to your course at the end of the internship
• Potential candidates will be studying a Computer Networks or Computer Sciences related degree (or equivalent qualification)
• Knowledge of network infrastructure

Qualities we look for

• Communicates, participates and collaborates as one team; winning and losing together
• Focuses on what matters the most to create the greatest value for human and animal patients
• Acts with urgency, rigor and determination to enable us to continue to deliver our medicines and vaccines around the world
• Intellectually curious, adapts and has a commitment to never give up, whether we succeed or fail
• Aligns with and fosters a culture of diversity and inclusion; being part of an inclusive environment where everyone is able to contribute their best ideas
• Encourages curiosity, voices their opinions and engages in healthy debate to improve ideas and decisions to achieve better outcomes