Job Description

4 central teams. 10 capabilities. 4,000+ end users.

x2 IT Service Desk Analyst

27,000 - 32,000 (+ Benefits )

Reports to:

Technology Service Desk Team Lead

Contract:

Permanent

Hours:

Full time 35 hours per week

Location:

Stratford, London. Office-based with high flexibility (1-2 days per week in the office)


Please note: Induction training will be provided onsite.

Visa

sponsorship:

You must be eligible to work in the UK to apply for this vacancy. Cancer Research UK is

not

able to offer visa sponsorship.

Closing date:

12 May 2025 23:55


This vacancy may close earlier if a high volume of applications is received or once a suitable candidate is found, therefore we strongly recommend that you apply early to avoid disappointment. If you require more time to apply as part of a reasonable adjustment, please contact recruitment@cancer.org.uk as soon as possible.

Recruitment process:

One telephone interview & one face-to-face competency-based interview (Stratford, London)

Interview date:

From the week commencing 19 May 2025

How do I apply?

We operate an anonymised shortlisting process in our commitment to equality, diversity, and inclusion. CVs are required for all applications; but we won't be able to view them until we invite you for an interview. Instead, we ask you to fully complete the work history section of the online application form for us to be able to assess you quickly, fairly, and objectively.

At Cancer Research UK, we exist to beat cancer.

We are professionals with purpose, beating cancer every day. But we need to go much further and much faster. That's why we're looking for someone talented, someone who wants to develop their skills, someone like you.


The Service Management team plays an essential role in the smooth operation of Cancer Research UK by providing technical support and resolving IT issues across 4,000+ employees and 200+ applications to ensure our staff have the tools and technology we need to deliver our life-saving work. This team comprises several teams, including 1st to 3rd line support teams such as Digital Workplace and the IT Service Desk.


As an IT Service Desk Analyst, your day-to-day purpose will be to deliver a customer-focused Service Desk approach while providing all of Cancer Research UK's 4,000+ end users with optimal first-line support. You will be the first point of contact for Technology queries throughout the charity, which will involve ensuring customer incidents and requests receive appropriate and timely responses, troubleshooting technical issues, monitoring progress, and keeping users updated throughout the incident resolution process.


If you have service or support desk experience either within an IT or customer service environment and wish to pursue a career in IT, we would love for you to join our mission.

What will I be doing?

Providing a high level of customer service to all Cancer Research UK end users ensuring to deliver an optimal level of first-line support. Receiving and responding efficiently to customer Incidents and Requests via phone, email, and service portal ensuring appropriate action is taken to investigate and resolve them with minimal downtime to systems and services. Resolving user requests promptly and effectively in line with agreed SLAs.


+ This will involve proactively ensuring users receive appropriate personal advice and guidance on the effective use of the facilities available to them.
Following up with customers to confirm Incident(s) resolution and/or Request(s) fulfilment. Logging and managing all customer issues by classification and priority. Performing first-time fixes where possible or escalating queries where necessary. Following standard diagnosis and resolution procedures (including commercial and bespoke applications; Windows OS; hardware and peripheral; and network-related issues). Reviewing Incident and Request Tickets and data quality to ensure tickets meet IT standards. Collaborating with support teams while keeping customers informed about progress. Assisting with the escalation of SLA breaches and compliance failures. Documenting and maintaining the Services Desk's processes and procedures whilst contributing to the team's knowledge base. Providing project support to service improvement projects ensuring that assigned tasks are completed promptly and accurately. Performing user account management and administration. Operating within the Cancer Research UK Technology team's standards and procedures.

What skills will I need?

Previous service or support desk experience (either within an IT or Customer Service environment). Demonstrable background in supporting customers with a collaborative and solutions-driven approach. Good working knowledge and troubleshooting skills for all Windows operating systems. Broad understanding of all MS Office and Adobe applications. Good understanding of concepts such as a WAN, LAN, Servers, Intranet, Internet, TCP/IP. Excellent interpersonal communication skills with a proven ability to communicate effectively with a wide-ranging audience through both verbal and written channels. Proactive approach and interest in learning and developing new skills and a career in IT. Either immediately available or on one month's notice or less.
Our organisation values are designed to guide all that we do.


Bold: Act with ambition, courage and determination


Credible: Act with rigour and professionalism


Human: Act to have a positive impact on people


Together: Act inclusively and collaboratively


We're looking for people who can believe in and embody these organisation values and can use them to drive forward progress against our mission to beat cancer.


If you're interested in applying and excited about working with us but are unsure if you have the right skills and experience we'd still love to hear from you.

What will I gain?

We create a working environment that supports your wellbeing and provide a generous benefits package, a wide range of career and personal development opportunities and high-quality tools. Our policies and processes enable you to improve your work-life balance, take positive steps in your career and achieve your personal wellbeing goals.


You can explore our benefits by visiting our careers web page .

Additional Information

For more information about working with us please visit our website or contact us at recruitment@cancer.org.uk .


.


Our vision is to create a charity where everyone feels like they belong, benefits from and participates in, the work we do. We actively encourage applications from people of all backgrounds and cultures, in particular those from ethnic minority backgrounds who are currently under-represented.


We want to see every candidate performing at their best throughout the job application process, interview process and whilst at work. We therefore ask you to inform us of any concerns you have or any adjustments you might need to enable this to happen. Please contact recruitment@cancer.org.uk or

0

20 3469 8400 as soon as possible.


Unfortunately, we are unable to recruit anyone below the age of 18, so that we can protect young people from health & safety and safeguarding risks.