Service Desk Technician

National Physical Laboratory (NPL); Teddington; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Flexible working

Diversity & inclusion

Job summary

The National Physical Laboratory (NPL) in the United Kingdom is seeking a Service Operations Analyst to join its Time & Frequency department. You will apply ITSM best practices to monitor services, manage incidents, changes and user access, ensuring secure, reliable operations across critical infrastructure.

You will work with ITSM tools and collaborate with cross‑functional teams to improve processes while maintaining governance and compliance.

Qualifications

• Experience in Service Operations or technical support handling incidents, changes and service requests.
• Knowledge of ITIL principles and service management best practice.
• Experience with ITSM and operational tools such as ServiceNow, Jira, Remedy or Zabbix.
• Educational background in IT, CS, telecomms, engineering or related field.

Responsibilities

• Monitor services, networks and apps; respond to events, alerts and incidents.
• Manage incidents through investigation, escalation, resolution and closure.
• Handle change enablement including assessment, approval and tracking.
• Support service requests, user access admin and Active Directory activities.
• Serve as Service Desk contact for operational issues and maintain records.

Skills

ITIL knowledge

Incident management

Change management

ServiceNow/Jira

ITSM tools

Education

Bachelor’s degree in IT/CS/Telecommunications/Engineering

Tools

ServiceNow

Jira

Remedy

Zabbix

Job description

About the Role

Our world-leading Time & Frequency department is seeking a Service Operations Analyst with proven expertise in IT service management (ITSM). This is an exceptional opportunity to join the global authority in precision timing at a defining moment for UK digital infrastructure.

Backed by a government investment of £180 million in the National Timing Centre (NTC) programme, we are developing a world-first resilient time distribution capability that will provide industry with a robust complement to satellite systems (such as GPS) – which are increasingly vulnerable to disruption from solar storms, jamming and spoofing.

This will underpin essential services, including:

• Telecommunications,
• Online banking,
• Emergency response,
• Transport networks, and
• Wider digital and data-driven operations.

Together, these services form the backbone of modern society - and your leadership will help ensure they remain secure, reliable and robust even if global navigation satellite systems fail.

Key Responsibilities

• Monitor services, networks and applications, responding to operational events, alerts and incidents.
• Manage incidents through investigation, escalation, resolution and closure.
• Change Enablement activities, including request assessment, approval and tracking.
• Support service requests, user access administration and Active Directory activities.
• Service Desk support and act as a central point of contact for operational issues.
• Maintain asset, configuration and service management records.
• Support backup, software maintenance and system configuration activities.
• Ensure compliance with security, cyber and ITSM/ITIL procedures whilst contributing to process improvement.

About You

To be successful in this role, you will have the following skills, experience, and qualifications:

Essential

• Experience in a Service Operations, IT or technical support environment, supporting incident, change and service request management.
• Knowledge of ITIL principles and service management best practice, including incident, change and asset management processes.
• Experience using ITSM and operational tools (such as ServiceNow, Jira, Remedy, Zabbix or similar platforms).
• Education and/or qualifications in Information Technology, Computer Science, Telecommunications, Engineering or a related discipline.

Desirable

• Experience operating a Help Desk or first-line support service.
• Understanding of telecommunications technologies, standards and protocols.
• Experience supporting cyber security, event monitoring or incident response activities.
• Familiarity with asset, configuration or documentation management processes.
• Experience working within a Network Operations Centre (NOC) or Service Operations environment.

Security Clearance & Eligibility

We actively recruit citizens of all backgrounds, but the nature of our work in specific departments means that nationality, residency and security requirements can be more tightly defined than others. You will be asked about this throughout the recruitment process. To work at NPL, you will need to obtain BPSS security clearance.

However, to work in this role in the Time and Frequency department, you will need to have an SC clearance with no restrictions, or you must have the ability to obtain an SC clearance.

Closing Dates & Application Notes

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert therefore we may at any time bring the closing date forward. We encourage all interested applicants to apply as soon as practical.

About Us

The National Physical Laboratory (NPL) is a world-leading centre of excellence that provides cutting-edge measurement science, engineering and technology to underpin prosperity and quality of life in the UK. Find out more about what it is like working here - The measure of us - Overview

NPL and DSIT have strong commitments to diversity and equality of opportunity, and welcome applications from candidates irrespective of their background, gender, race, sexual orientation, religion, or age, providing they meet the required criteria. Applications from women, disabled and black, Asian and minority ethnic candidates in particular are encouraged. All disabled candidates (as defined by the Equality Act 2010) who satisfy the minimum criteria for the role will be guaranteed an interview under the Disability Confident Scheme.

At NPL, we believe our success is a result of the diversity and talent of our people. We strive to nurture and respect individuals to ensure everyone feels valued by treating everyone on the basis of their own individual merits and abilities regardless of their own or perceived identity, as part of our commitment to diversity & inclusion, we ensure we’re creating an environment where all our colleagues feel supported and welcome. More about this on our Diversity & Inclusion page.

We are committed to the health and well-being of our employees. Flexible working and social activities are embedded in our culture to create a positive work-life balance, along with a broad range of rewards, benefits and recognition. Our values are at the heart of what we do, and they shape the way we interact, develop our people and celebrate success. To ensure everyone has an equal chance, we’re always willing to make reasonable adjustments to the recruitment process. If you would like to discuss, please contact us.