Service Desk Engineer

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. 

What makes you our next Service Desk Engineer? 

• You’re ready to progress your Service Desk journey in a growing diagnostics company 
• You want to work for a company with a great culture which puts its people first 
• You’ve got a great rapport with customers and have great troubleshooting skills 
• Helping to fix people's problems is a passion of yours 
• Troubleshooting and working with Microsoft Windows is second nature 
• You are experienced with computer hardware setup and maintenance, including deployment tools such as Intune & Autopilot 
• You have experience of user administration in Microsoft 365 and Entra 
• You’re a team player and good communicator with a passion for technology 

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.  

Person Specification 

Essential 

• You will have a proactive engaging style, capable of delivering a high level of customer service, showing empathy, patience, and professionalism in delivering a highly positive and engaging experience for each user. Soft skills will be critical factor for success. 
• Technical knowledge of computer hardware, operating systems and infrastructure, networking basics, software, and applications. Experience and ability to solve issue above tier 1. 
• The ability to carry out tasks with a high degree of accuracy and attention to detail, alongside the ability to follow processes and procedures. 
• Proficiency with ITSM tools (Ideally Fresh Service) and ticketing systems for tracking and managing user support requests. You will have at least 3 years of experience operating ITSM tools. 
• Multitask and adhere to SLAs. Ability to manage own time effectively and to be prompt and punctual. 
• Proven time management skills and the ability to organise and prioritise a variety of routine duties with a minimum of supervision, both independently and as part of a team. 
• Problem-solving skills around analysing issues, critical thinking, creativity, and finding solutions quickly. 
• Exceptional communication skills (both written and verbal) to explain technical concepts in ways users can readily understand and for interacting with team members. 
• Working effectively within a team and collaborating with others to achieve a goal. 
• Proficient in the operation and support of the Microsoft Office Suite and related applications to a level detailed enough to provide basic training and support to users. 

Desirable 

• An ideal candidate would have previous experience working within a tech or scientific, multi-site organisation. 
• Experience Imaging desktop computers and laptops and controlling assets and stock 
• Supporting MS Teams meeting rooms. 
• Familiar with ITIL frameworks at foundation level. 
• Ability to self-resolve support tickets, keeping escalations low. 

We offer a generous benefits package including:    

• 26 days holiday, plus Public Holidays
• Flexible working hours
• Pension contribution matched up to 7%
• Private medical insurance
• Income protection
• Life insurance
• Subsidised gym membership and weekly cross fit sessions
• Access to Cycle to Work and Technology schemes
• Enhanced family leave policies

Lightcast Discovery is committed to equal employment opportunity. Learn more about Lightcast Discovery 
 
Recruitment & Staffing Agencies:
We have agreements with our preferred suppliers and will not be adding to this list. Any resume submitted in the absence of a signed agreement will become the property of Lightcast Discovery, and will not incur a placement fee.