Share this Job

1st Line Service Desk Analyst

Date:  01-Aug-2022

Oxford, GB

Job Function:  Business
Business Unit:  OI plc

At Oxford Instruments, we enable the world’s leading industrial companies and scientific research communities to image, analyse and manipulate materials down to the atomic and molecular level. With a sixty-year history, and fourteen Queen’s Awards for Enterprise, our world-class products and technologies are helping our customers to address the greatest challenges of the 21st century.



1st Line Service Desk Analyst - Tubney


About Us


Oxford Instruments plc is a leading provider of high technology products and services to the world's leading industrial companies and scientific research communities. Our core purpose is to support our customers to address some of the world's most pressing challenges, enabling a greener economy, increased connectivity, improved health and leaps in scientific understanding. We are proud to be recognised as the leaders in what we do and for the difference we make in the world.


The Opportunity

Provide an effective interface between users and the IT service team. This includes advising users on systems, products and services which are available to them and assisting users in making more effective use of desk-top systems, products and services.



About You

We are looking for someone that has a passion for technology as well as excellent customer service. This is a role that requires you to speak to people daily, as such it is important that you are able to communicate effectively.


Ideally you will have a good working knowledge of Windows and Office 365 and an understanding of active directory.


Alongside your customer focused approach it would be great if you had expose to the list below, but if not we can teach you!



  • A years’ experience in a 1st line support role
  • Microsoft 365 experience
  • Basic knowledge of Windows 10
  • Exceptional customer service
  • General knowledge of different components of systems.



Key Responsibilities


  • Provide outstanding day to day support of users including client desk-top applications and hardware issues - both face-to-face and on remote sessions. Use our Imaging software to build new hardware.
  • Use our Service Desk Ticketing software to record details of user issues. Make initial diagnosis of any problems and advise known solutions, where applicable.
  • Be first point of contact for all IT walk-ins
  • User account administration
  • Carries out support activities. Includes reporting on defect/problem in our Ticketing software, running simple diagnostic tools to identify issues, resolving technical problems, and obtaining diagnostic data to assist in investigating and resolving problems. Match unresolved incidents against existing problems, known errors and other incidents.
  • Identify any hardware requirements needed and liaise with Group Service Desk Manager
  • Conduct New Starter IT Inductions as required.
  • Responsibility supporting mobile phone devices. (Apple)
  • Delivery of Knowledge Base articles for the Service Desk.
  • Participate with other members of the desktop support team in investigating operational requirements and problems, contributing to improvements in information systems, processes/procedures and equipment. 




In addition to a competitive starting salary, structured career development opportunities, and a good work-life balance, Oxford Instruments offers 25 days annual leave, flexible working opportunities, private healthcare, a share incentive plan, a defined contribution Group Personal Pension Plan.


We offer hybrid working as standard and we finish at 1.00 on a Friday so that you can start your weekend early.






All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability.


Note to recruitment agencies: Oxford Instruments operates a Preferred Supplier List, and we do not accept unsolicited agency CVs. Please do not forward candidate details in response to this advert, or to any Oxford Instruments employees or other company locations. Oxford Instruments is not responsible for any fees related to unsolicited CVs.