Job Role
We are looking for a customer-focused Junior IT Service Desk Analyst to join our IT team in Cambridge. This is a first-line support role for someone who enjoys solving problems, helping people use technology effectively, and developing their technical skills in a modern Microsoft 365 environment. The successful candidate will provide responsive support for users, devices, collaboration tools and core business systems, while following good service management, documentation and security practices.
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Act as a first point of contact for IT incidents and service requests, providing professional support by phone, email, chat, remote tools and in person.
- Troubleshoot and resolve common issues across Windows 11 devices, Microsoft 365, Teams, Outlook, OneDrive, SharePoint, printers, peripherals, Wi-Fi, VPN and basic network connectivity.
- Support user onboarding, movers and leavers, including account setup, access requests, password resets and group membership changes in line with agreed processes.
- Build, configure, deploy and maintain laptops, desktops, mobile devices and standard applications using approved tools and procedures.
- Record, priorities and update tickets accurately, ensuring users are kept informed and issues are escalated with clear troubleshooting notes when required.
- Apply good cyber security practice when handling access, identity, data, endpoint protection and suspicious activity, escalating concerns promptly.
- Maintain accurate asset records, knowledge articles, user guidance and support documentation.
- Assist with routine maintenance, software updates, hardware refreshes, meeting room technology and small IT improvement projects.
- Work collaboratively with other IT colleagues, third-party suppliers and business teams to restore service and improve the user experience.
- Contribute to continuous improvement by identifying recurring issues, suggesting process improvements and keeping up to date with relevant technologies.
- Work independently where appropriate, while knowing when to ask for guidance or escalate.
The ideal candidate will have some previous experience in IT support or a strong foundation in the following areas:
- Windows 11 support and troubleshooting
- Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel and PowerPoint
- Basic administration of Microsoft 365, Entra ID/Azure AD or Active Directory
- Endpoint support, device build, software installation and peripheral troubleshooting
- Basic networking concepts, including DNS, DHCP, IP addressing, Wi-Fi and VPN troubleshooting
- Remote support tools and supporting users across multiple sites
- IT service management or ticketing systems, with an understanding of incident, request and escalation processes
- Awareness of cyber security basics, including MFA, phishing, endpoint protection and safe handling of access requests
- Clear written and verbal communication with technical and non-technical users
- A proactive, organised and customer-focused approach, with a willingness to learn
We offer a competitive salary and benefits package, alongside a supportive team environment and opportunities to develop technical skills and progress within IT.
Career Development
We are committed to supporting career development through structured learning, mentoring and exposure to a broad range of technologies. The role offers the opportunity to build practical experience across service desk support, endpoint management, Microsoft 365 administration, networking and cyber security fundamentals.
Sagentia is a leading global science, technology and regulatory consultancy. We excel in research and development, regulatory and safety services, and technical programme delivery.
Combining deep technical and scientific expertise with specialist industry knowledge, Sagentia’s consulting teams deliver best-in-class results against complex briefs.
Our culture is innovation-rich and outcomes-focused.
