IT Service Analyst

Red Nucleus; Greater London; Hybrid; GBP 42,000 - 56,000; Full time

Job summary

Red Nucleus is hiring an IT Service Analyst to join our global team. This hybrid role is based out of our London, UK office and supports employees locally and remotely with all computer and technology related issues.

The IT Service Analyst will assist with builds, maintenance, and troubleshooting of systems, document procedures, and may travel to site locations as needed for end user support.

Qualifications

• Bachelor's degree in IT, or equivalent combination of education and experience.
• Minimum of 3 years working within an IT support role.
• Experience with Apple devices, ABM and MDM tools (Jamf preferred).
• Strong knowledge of Windows 10 and Microsoft Office.
• Experience with Adobe cloud products (Acrobat).
• Knowledge of cloud hosting services such as Azure and AWS.
• Understanding of IT security best practices and virus protection.
• Excellent customer service, communication, and teamwork.

Responsibilities

• Support desktop and end user functions.
• Assist with on- and off-site setup, installation, debugging, tracking and maintenance of hardware and software.
• Assist with ordering hardware and supplies and maintaining adequate quantities for handling maintenance and new installations.
• Monitor support ticket queue and maintain accurate information within the service desk system.
• Record, track, and document service desk solutions.
• Issue and track equipment issued and document assets accordingly.
• Perform proactive maintenance on end user device.

Skills

Apple support

Apple MDM

Jamf

Windows 10

Microsoft Office

Active Directory

Security basics

Education

Bachelor's degree in IT

Tools

Apple Business Manager

Jamf

Azure

AWS

Active Directory

Job description

Red Nucleus is hiring an IT Service Analyst to join our global team! This is a hybrid role based out of our London, UK office.

Our purpose is advancing knowledge to improve lives. We succeed by being the premier provider of strategic learning and development, scientific advisory services, and medical communications solutions for the life sciences industry. Our global team is composed of nearly 800 full‑time employees whose commitment to creativity, quality, and on‑time delivery is unrivaled in our space.

At Red Nucleus, we believe in providing a rich working environment that pushes us to innovate in ways that engages our employees to be their best selves. Our culture is about meaningful work, a true sense of community and fun. We love to celebrate our people and we are proud to have been Internationally recognized as a “Great Place to Work".

How You Will Contribute

The IT Service Analyst is responsible for supporting employees locally and remotely with all computer and technology related issues. This position will assist with the initial builds, maintenance, and troubleshooting of computer systems, peripherals and other business technology. As part of this role the individual is required to create and maintain documentation and procedures relating to service desk functions. May be required to travel to site locations, as needed for end user and technology support.

Primary Responsibilities

• Support all desktop and end user functions
• Assist with both on and off‑site set‑up, installation, debugging, tracking and maintenance of hardware and software
• Assist with ordering hardware and supplies and maintaining adequate quantities for handling maintenance and new installations
• Monitor support ticket queue and maintain accurate information within the service desk system
• Record, track, and document service desk solutions
• Issue and track equipment issued and document assets accordingly
• Perform proactive maintenance on end user device

Other Functions/Responsibilities

• Other duties as assigned

Education

• Bachelor's degree in IT, or equivalent combination of education and experience.

Experience

• Minimum of 3 years working within an IT support role

Technical Skills

• Must have some experience supporting and troubleshooting Apple computers
• Experience with Apple Business Manager (ABM) and Apple MDM tools, Jamf experience preferred
• Strong knowledge of Microsoft Operating systems including Windows 10
• Experience working with and installing Microsoft Office Suite
• Strong desktop software and hardware troubleshooting skills
• Experience with Adobe cloud products including Acrobat
• Some knowledge of cloud hosting services such as Azure and AWS
• Basic understanding of data protection and IT security best practices
• Understanding of next gen virus protection software and the ability to troubleshoot minor security incidents
• Experience working with Active Directory
• Understanding of desktop imaging and deployment of desktop environments
• Understanding of video creation software such as Adobe After Effects desirable
• Strong orientation to quality, continuous improvement and customer service

Soft Skills

• Exceptional customer service skills
• Highly ethical
• Strong communications skills (written and verbal)
• Highly organizational with excellent follow through
• Ability to work both independently and as part of a team
• Must be a self‑starter with the ability to understand new technology quickly
• Initiative, drive and enthusiasm
• Good planning and organizational skills
• Ability to multi‑task, prioritize, adapt to changing environment

Physical Requirements

• Sitting at a desk for 6‑8 hours a day
• Working on a computer for 6‑8 hours a day
• May be required to work unpredictable hours
• The ability to travel as needed

Diversity, equity and inclusion are valued at Red Nucleus and we believe we have a shared responsibility to provide equal opportunity and foster an inclusive spirit. We do not discriminate on the basis of race, color, national origin, religion, caste, sexual orientation, gender, age, marital status, veteran status, or disability status.

To learn more about working at Red Nucleus, please visit Careers I Red Nucleus.