Group IT Service Desk Coordinator

NESTA; Greater London; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Private medical insurance

Dental insurance

Eyecare vouchers

Flexible working

Hybrid working

Job summary

Nesta is a research and innovation foundation based in London, seeking a Group IT Service Desk Coordinator to join the Service Desk team. You will support colleagues across Nesta Group, handling 1st and light 2nd line tickets, and helping users get back to work quickly.

The role emphasises enthusiasm, problem-solving and clear communication, with training and career development provided in a friendly team environment and hybrid working.

Qualifications

• Entry-level IT role with focus on 1st and light 2nd line support.
• Experience with Jira Service Management is advantageous.
• Strong problem-solving and communication skills.
• Willingness to learn and develop IT career.
• Understanding of data privacy (UK GDPR).

Responsibilities

• Be the first point of contact for IT support.
• Log, prioritise and resolve tickets in Jira.
• Troubleshoot Google Workspace and Microsoft 365 issues.
• Build and maintain Windows and Mac devices.
• Set up meeting rooms and video conferencing tech.
• Onboard/offboard users and manage accounts.
• Provide end-user training and create knowledge base articles.
• Liaise with third-party suppliers.
• Participate in IT projects as skills grow.

Skills

Communication skills

Problem solving

Team player

Enthusiasm to learn

Attention to detail

Organisational skills

Education

ITIL 4 Foundation

CompTIA A+ or equivalent

Pursuing certifications

Tools

Jira Service Management

Google Workspace

Microsoft 365

JumpCloud

Apple Business Manager

Slack

Job description

Nesta is a research and innovation foundation that designs, tests and scales solutions for the biggest challenges of our time.

Driven by a vision to improve the lives of millions of people, our focus up to 2030 is on three missions: breaking the link between family background and life chances, halving obesity and cutting household carbon emissions.

We work with partners across the public, private and third sectors to develop high-potential solutions and test them as they evolve, drawing on deep expertise in qualitative and quantitative research, data science, behavioural science and design.

Once confident in the effectiveness of a solution, we are relentless in the pursuit of scale. We create and make the case for ambitious national policy proposals, develop consumer-facing products and services, spin out and support commercial ventures and harness the power of the arts to shape national narratives.

We extend our impact through two specialised units that help others to solve complex problems and achieve their missions. BIT applies a deep understanding of human behaviour to help clients achieve their goals. Challenge Works designs and runs challenge prizes to spark innovation in science, technology and society.

Together, we are building a powerful ecosystem for innovation that delivers proven solutions to create lasting, positive change.

Whatever it takes

Everyone works at Nesta because we are driven by a deep commitment to our missions. A guiding principle of our culture is that we do whatever it takes to achieve them, bringing our best to all our work. You can read more about our culture on our website .

We are recruiting for a Group IT Service Desk Coordinator

Overview

Nesta is seeking a Group IT Service Desk Coordinator to join our friendly Service Desk team, supporting colleagues across all organisations within the wider Nesta Group, such as BIT.

This is an entry-level role and a great first step into an IT career. Whether you’re starting out after college or university, changing careers, or already have some helpdesk experience, we care most about your enthusiasm, problem-solving and communication skills - and we’ll give you the training and support to grow.

You’ll handle 1st and light 2nd line support, resolving tickets and helping people get back to work quickly. You’ll be one of a team of four, reporting to the Group IT Service Operations Manager.

The Role

• Be a friendly first point of contact for IT support across the Nesta Group
• Log, prioritise and resolve support tickets in Jira Service Management, keeping users updated and escalating where needed
• Troubleshoot everyday Google Workspace and Microsoft issues, such as accounts, email, calendars, Drive and sharing permissions
• Build, set up and maintain Windows and Mac laptops and desktops
• Set up and support meeting room and video conferencing technology
• Install and maintain workstation equipment (laptops, monitors, peripherals, etc)
• Create and manage user accounts, groups and access, supporting new starters and leavers through onboarding and offboarding
• Provide training and guidance to end users
• Keep our hardware and software asset records accurate
• Write and improve knowledge base articles and ‘How to’ guides
• Help colleagues get the most out of the tools they use
• Liaise with third-party suppliers on repairs, orders and support cases
• Get involved in IT projects as your skills develop

The Technology

Day to day use of:

• Google Workspace (our main productivity platform)
• Microsoft 365 and Office apps
• Windows 10/11 and macOS (a mainly Windows estate, with a growing number of Macs)
• JumpCloud (identity and device management)
• Apple Business Manager
• Slack

You don’t need experience with all of these but some experience would be advantageous – we’ll teach you what you need.

The Person

• A genuine interest in IT and a strong desire to learn
• Basic troubleshooting ability with Windows and/or macOS - from study, previous work, home or personal projects
• Clear, friendly verbal and written communication, including explaining technical issues in plain English
• A customer-focused, patient approach to helping people
• Organised, with the ability to prioritise several tasks at once
• Attention to detail, for example keeping accurate ticket notes
• Works well within a team, and is comfortable asking questions
• Any IT support, helpdesk or service desk experience, including placements, apprenticeships or volunteering
• Familiarity with Google Workspace or Microsoft 365 administration
• Experience using a ticketing system, ideally Jira Service Management
• Exposure to JumpCloud, Apple Business Manager or other device management tools
• ITIL 4 Foundation, CompTIA A+ or similar, or currently working towards one
• An awareness of UK GDPR and the importance of handling personal data carefully

If you don’t meet every point but you’re excited about the role, we’d still love to hear from you.

Your Development

• ITIL training, plus support to gain further industry certifications.
• A clear progression path through 2nd line towards 3rd line support
• Learning alongside an experienced, supportive Service Desk team

What we offer

Salary: Circa £29,300 plus an array of benefits, plus array of benefits, including private medical insurance, dental insurance, eyecare vouchers and more

Location: This role is based in Blackfriars, Central London, hybrid working arrangement with a minimum of four days a week in the office, on days agreed with the team during probation. After successfully passing probation, it will then be a minimum of two days a week in the office

Term: Permanent

Hours: This is a full-time role but we offer a range of flexible working arrangements and encourage our people to take advantage of them. Many do.

On-call: Once fully trained, you’ll join the Service Desk on-call rota, supporting colleagues across the Group outside of core hours, between 5:30pm and 10pm, Monday to Friday. On-call periods cover Monday to Wednesday and/or Thursday to Friday, and you can expect to be on call approximately once every five weeks. On-call duties are paid separately, in addition to your salary.

At Nesta, we believe that tackling society's biggest challenges requires an inclusive community powered by diverse perspectives, backgrounds and ideas.
To help us live these values and continually improve our recruitment, we invite you to complete this short questionnaire. Gathering this demographic information is vital for us: as an equal opportunity employer, it allows our talent team to analyse aggregated data, measure the reach and impact of our sourcing and design strategies that actively eliminate bias at every stage of the hiring process.
Your answers are voluntary and entirely anonymous. The data is kept separate from your application, and opting in or out will have no bearing on your candidacy.

At Nesta, we believe that a diverse workforce leads to an organisation that is more innovative, more creative and gets better results.

We want our workforce to represent the diversity of the people and communities we serve. We also want our workplace to be one where different experiences, expertise and perspectives are valued, and where everyone is encouraged to grow and develop.

This means that when we are recruiting, we actively seek to reach a diverse pool of candidates. It also means that we are happy to consider any reasonable adjustments that potential employees may need to in order to be successful.

We recognise the importance of a good balance between work and home life, so we do everything we can to accommodate flexible working, including working from home, compressed or part-time hours, job shares and other arrangements.

Please just let us know in your application or at any stage throughout the process (and beyond) if these are options you’d like to explore.