IT Service Desk Engineer

Job reference:
BAS 21/88
Contract type:
Full Time
Duration:
Open-Ended
Salary:
£25,702 - £27,938 per annum.
Benefits:
We offer generous benefits
Team:
Information Services team
Location:
Cambridge. Although based in Cambridge, the job may require travel to the Antarctic. It is essential that the individual appointed to the job is flexible, physically fit and able to work in an often-challenging environment. Tours of duty in the Antarctic can vary each year but normally last from 4 to 12 weeks. Antarctic visits will not necessarily occur each year.
Closing date:
25 July, 2021 11:59 pm

Description

The IT ServiceDesk engineers are required to support users, computer systems and information technology facilities used within BAS. Duties will include responding to user requests, setting up new devices for users, operation and support of computer systems, software, and networks at BAS in Cambridge.
As part of the ServiceDesk team you will be exposed to all areas of IT and contribute towards its success.

You will work as part of the wider BAS IT team providing services to around 550 staff.

Who we are

British Antarctic Survey (BAS) delivers and enables world-leading interdisciplinary research in the Polar Regions. Its skilled science and support staff based in Cambridge, Antarctica and the Arctic, work together to deliver research that uses the Polar Regions to advance our understanding of Earth as a sustainable planet. Through its extensive logistic capability and know how BAS facilitates access for the British and international science community to the UK polar research operation. Numerous national and international collaborations, combined with an excellent infrastructure help sustain a world leading position for the UK in Antarctic affairs.

British Antarctic Survey is a component of the Natural Environment Research Council (NERC). NERC is part of UK Research and Innovation www.ukri.org We employ experts from many different professions to carry out our Science as well as to keep the lights on, feed the research and support teams and keep everyone safe! If you are looking for an opportunity to work with amazing people in amazing places, then British Antarctic Survey could be for you. We aim to attract the best people for those jobs

Purpose

  • Operation and staffing of the BAS IT Service Desk.
  • Providing first line response and support for all calls and requests from users of the BAS IT service. This will include supporting BAS headquarters in Cambridge, remotely to staff based on Antarctic Research Stations and BAS Research Ships.

Qualification

5 GCSE’s and/or relevant IT qualification.

Duties

  • Logging, completing and tracking support/maintenance requests to IT raised through the Service Desk system. Escalating and tracking higher level support calls to others in the IT team.
  • Diagnosis of problems over the phone, via email or face-to-face
  • Installing and upgrading desktop units running Windows, Linux and Apple operating systems.
  • Maintaining shared network-printing facilities.
  • Updating the Service desk procedures, IT support documentation, and user instructions.
  • Follow accurately all current procedures, e.g. account creation and deletion.
  • Monitoring IT systems and notifying the relevant teams when irregularities occur.
  • Assisting IT engineers with hardware & software repairing & upgrading.
  • Undertaking network/communication tasks e.g. patching, setting up telephones and extensions as required.

Please quote reference for any queries: BAS 21/88
Publication date: 21 June 2021
Closing date for receipt of application forms is: 25 July 2021
Interviews are scheduled to be held on: Early August 2021

At BAS, our vision is to be a world-leading centre for polar science and operations. Making our vision a reality depends on the excellence and diversity of our staff. We are committed to creating a workplace where all our staff can flourish and succeed. BAS is a Disability Confident employer, we are proud to hold a bronze Athena Swan award and we are a member of enei, the Employers Network for Equality & Inclusion.

We appreciate the importance of achieving work-life balance and support this with a number of family and carer-friendly policies. Plus a flexible working policy for those who may wish to amend their working pattern or arrangement.

Skills are listed as either Essential or Desirable. Desirable skills importance rating in parenthesis (1 is high, 5 is low)

Communication skills - a) oral skills b) written skills

  • Fluent in written and spoken English language. - Essential
  • Capable of producing clear documentation, updating procedures, logging and data entry. - Essential
  • Good verbal communication both directly and on the telephone. Will be the public face of IT - Essential
  • Able to communicate effectively at all levels of the organisation. - Essential

Decision Making

  • Good problem solving skills - Essential
  • Flexible and proactive approach to work. - Essential

Interpersonal skills

  • Ability to work on own initiative as well as part of a team. - Essential

Numerical ability

  • Good Numeracy skills - Essential

Qualifications

  • 5 GCSE’s and/or relevant IT qualification. - Essential
  • BTEC/National Diploma or equivalent in computing or equivalent working experience. - Desirable [2]

Resource Management ability

  • Management of own time and IT resources. Ability to work on specific goals as required by the project. - Essential

Skills / Experience

  • Experience as a 1st line IT support engineer within a medium or large organisation - Essential
  • Competent in the use of more than one desktop operating system including use of mobile devices. A basic understanding of desktop hardware - Essential
  • Use of Windows, Linux and Apple operating - Desirable [2]
  • Skills on at least one of the following Windows Networking, Active Directory, Firewalls. Cisco Networks, Apple MAC, Linux - Desirable [3]

In order to apply, please complete and upload all the application forms listed below. If you experience any issues in uploading your Application Form, please email us your complete application, making reference to the job reference and title.

If you are an EU, EEA or Swiss citizen, please visit this website before applying.

Apply Online:


Apply by post:

Due to the COVID-19 outbreak, the Recruitment team is working remotely and cannot access the building. If you would like to apply for this job but cannot apply online, please contact us: [email protected]

If you need more information

Email
[email protected]
Telephone:
+44 (0)1223 221400
Facsimile:
+44 (0)1223 362616

The information you provide during the application process will only be used for the purpose of progressing your application, to fulfil legal or regulatory requirements where necessary or, in the case of the Equal Opportunities Monitoring Questionnaire, to help BAS meet its equal opportunities policy.

The British Antarctic Survey will not share the information you provide with any third parties, and the information will be held securely by the British Antarctic Survey whether the information is in electronic or physical format. Please note that the Equal Opportunities Monitoring Questionnaire will be detached from your application prior to the short-listing of candidates for interview.

Unsuccessful applications will be securely destroyed 6 months after the end of the recruitment process (or 1 year after the end of the recruitment process in the case of Marine Staff and AEP. The applications of successful applicants will be retained as part of their personnel file.

Further information can be found in the information notice of NERC, our parent body.