Service Desk Analyst

The Wellcome Trust is a global charitable foundation. We improve health for everyone by funding science, leading policy and advocacy campaigns, and building partnerships. 

We plan to spend £16bn over the next ten years, funding new discoveries in life, health, and wellbeing, and taking on three global health challenges: mental health, infectious disease and climate and health. 

These challenges need the bold science we support, but they won’t be solved by science alone. 

We are looking for a Service Desk Analyst to join our team. 

Where in Wellcome will I be working? 

You will be part of the Technology team within the Digital & Technology (D&T) reporting to the Service Desk Manager. 

The D&T Service Desk is the first point of contact for Wellcome IT consumers in provision of IT Support Services and Information regarding all Technology related systems to aid Wellcome in its mission, working within a wider department to deliver key IT Service Management activities such as Asset, Incident, Problem and Knowledge Management and Service Request Fulfilment.

What will I be doing?

The purpose of the role is to provide consistent, efficient, effective, and accessible support through professional communication and reliable customer engagement, appreciating the varying Customer needs, and using Continual Service Improvement Techniques to deliver best in class IT provisions – acknowledging Wellcome’s diverse nature and Mission.

As a Service Desk Analyst, you will:

• Prioritize and diagnose IT related issues and service requests according to agreed procedures and within area of responsibility, through providing telephone, remote, and desk side support, ensuring to update, resolve and close tickets in line with D&T processes.

• Log incidents and service requests and maintain relevant records, escalating and allocating unresolved calls to D&T resolver groups as appropriate.

• Install, administer, and support all Windows based, MAC OS & iOS devices, peripherals, desk phone, printers (MFD), and mobile equipment within Wellcome.

• Respond to and resolve incidents, problems, and service requests by taking informed, assertive corrective actions and under direction or following process, make modifications, apply restrictions, and devise workarounds, etc.

• Communicate with users, colleagues, service partners and 3rd parties using appropriate methods (e.g., Service Desk tools, stand-ups, meetings etc.), to inform, log and escalate.

• Create knowledge articles and contribute to the knowledge base within Service Now to drive self-service.

Is this job for me? 

We are looking for someone who has at least 2 years’ experience of providing Support in a busy environment, face to face and remote, working with stake holders at all levels, understanding technical issues and the needs of the customer to achieve the most suitable resolution and outcomes - with the following areas being essential to the role

We are looking for someone who:

• Is proficient with Windows and Apple operating systems, Office 365 and associated products and virtualization as well as with mobile device management and configuration (MDM) solutions

• Familiar with networking, TCP/IP, OSI model

• Has experience with remote support technologies, as well as with Active Directory, GPOs, and OUs

• Contributes to a diverse and inclusive culture across the organisation, collaborating across departments.

• Has an ability to progress skill sets with regular set training objectives and self-study

• Experience of working to Service Level Agreements and Departmental Objectives.

To apply please upload your current CV and complete our short application (via the ‘Apply’ button above).

Interview dates: W/C 29 April

You can view the full job description on our website –

You can read more about the benefits we offer our employees on our website  

Our Hybrid Way of Working 

We understand that our colleagues have commitments and personal interests outside of work and we strive to build a flexible working environment, in which people can perform at their best.

The role would be expected to work to a Shift Rota Mon – Fri – 8am – 6pm at least 2 days per week on site currently, however this is dependent on organizational requirements.

From 1st September 2024 we will move to 3 days in the office (Tuesday, Wednesday and Thursday) with the remaining 2 days working either remotely or in the office. 

Diversity and Inclusion is at the heart of everything we do 

Diversity and Inclusion is a priority at Wellcome. We are committed to cultivating a fair and inclusive environment, where everyone can be themselves and thrive. We are happy to discuss flexible working options for all roles. We work to ensure that our recruitment processes are as inclusive as possible to everyone. This includes making adjustments for people who have a disability or long-term condition. Please visit our website for more information on adjustments and accessibility, or contact us at jobs@wellcome.org. 

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