IT Junior Technical Analyst

Science Group; Cambridge; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Competitive salary

Career development

Mentoring

Job summary

Science Group in Cambridge is seeking a customer-focused Junior IT Service Desk Analyst to join our IT team. This first-line role supports users across Windows 11, Microsoft 365, Teams and basic connectivity, delivering responsive help in a modern environment.

You will handle incidents, manage tickets, assist with onboarding, asset records and documentation, and work with colleagues and suppliers to restore service while following security practices.

Qualifications

• Experience in IT support or similar role preferred.
• Familiarity with Windows 11 and Microsoft 365 applications.
• Understanding of identity management (Azure AD/AD) and basic networking.

Responsibilities

• Act as first point of contact for IT incidents and service requests via phone, email, chat, remote tools and in person.
• Troubleshoot and resolve issues across Windows 11, Microsoft 365, Teams, Outlook, OneDrive, SharePoint, printers and Wi‑Fi.
• Assist with user onboarding, account setup and password resets in line with processes.
• Configure and maintain devices and standard applications using approved tools.
• Document and update tickets with clear notes and escalate when needed.
• Apply cybersecurity best practices for access, data and endpoint protection.
• Maintain asset records and support documentation.
• Support routine maintenance, software updates and small IT projects.
• Collaborate with IT colleagues and suppliers to restore service and improve user experience.
• Identify recurring issues and propose process improvements.
• Work independently while knowing when to ask for guidance.

Skills

Windows 11 support

Microsoft 365 apps

Azure AD / Active Directory

Endpoint support

Networking basics

ITIL / service desk

Cyber security basics

Communication

Customer-focused

Tools

Microsoft 365 admin tools

Job description

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.

Department

IT

Location

Cambridge

Key Responsibilities

• 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 escape.

Skills, Knowledge and Expertise

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

Benefits

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.