Job Title: End User Services Technician
Location: London (On-site 5 days a week)
Job Type: Full-time, permanent

Agencies: We will only work with recruitment partners on our preferred supplier list and will not engage with speculative CVs submitted.

Are you passionate about making life science life changing and delivering impact for patients? We want to hear from you. 

About the role:

As the End User Services Technician you’ll play a pivotal role in delivering LifeArc’s digital workplace experience (DEX). 

This role will work closely with the wider end user team and various stakeholders to ensure seamless customer service in the provision of digital workplace technologies. 

You will be the first line of highly responsible technology services, and will work as part of a high performing team to provide support in the even of technology issues, with the goal of minimising disruption and supporting colleagues to do their job collaboratively and effectively. You will ensure secure access to and adoption of end user technologies, enabling staff to focus on their jobs and enabling the organisation to achieve its mission. 

Key responsibilities:

• Provide a friendly, highly responsive first‑line IT support service, helping colleagues effectively use digital technologies to work productively and deliver patient value. 
• Deliver a customer‑focused service, ensuring high availability and support during peak periods of demand. 
• Log, triage, prioritise and resolve end‑user technology issues across devices, applications and workplace services (on‑site and remote). 
• Take a proactive approach to problem resolution and root cause analysis, identifying patterns and reducing repeat issues. 
• Deliver a consistent and high‑quality onboarding, training and offboarding experience for new and existing staff. 
• Manage and support VIP users and senior stakeholders, ensuring a professional service that exceeds expectations. 
• Work to meet and maintain internal SLAs, collaborating with wider technology teams and external partners as required. 
• Contribute to continuous service improvement, including automation opportunities, IT asset management, and participation in digital workplace‑related projects.

(Essential) experience required: 

• Previous experience working in a 1^st/2^nd line IT/tech support role
• Excellent customer focused people skills 
• Highly organisaed and able to coordinate and prioritise multiple concurrent issues
• 1^st/2^nd line support experience across PC/Laptop hardware builds and build automation tools as well as phone administration and setup
• Software support across MS365, Sharepoint, OneDrive, ITSM tools etc. 

(Essential) Education: 

• Educated to GCSE level (or equivalent) in Maths, English and (preferably) Computer Science

Desirable:

• CompTIA, Microsoft certifications, or ITIL Foundations are all desirable but not essential. 

Skills & abilities:

• Strong customer focus – service management and digital employee experience
• Decision making and problem solving to analyse available information and makes data driven decisions in partnership with key stakeholders
• Ability to learn and utilise digital workplace technologies to catalyse new ways of working. 

About us:

LifeArc is a not-for-profit life science organisation, leading the way for change in rare diseases in the UK and supporting promising initiatives in global health. We seek out research in areas of unmet need that has great potential, providing support to help it become breakthroughs that change lives.

What we can offer you:

Focused on finding life changing solutions for underserved patients, our people thrive in an inclusive, and supportive environment that prioritises their health and wellbeing. Our multidisciplinary approach guarantees our people growth opportunities, while our culture of innovation and collaboration drives the impact we make delivering on our purpose of ‘putting patients at the centre of everything we do’. 

LifeArc is committed to making our recruitment practices as inclusive as possible and developing a culture that values differences. As a Disability Confident Employer, we guarantee an interview to candidates with a disability or long-term health condition who meet the essential criteria for the role.

Please note that in certain situations, such as high volumes of applications, it may not be practical to interview all eligible candidates. In these cases, we may need to select those who best meet the essential criteria. (At LifeArc, the Disability Confident Scheme’s ‘minimum criteria’ is referred to as ‘essential criteria’)

Salary will be determined by qualifications and experience along with other exceptional benefits. Because we understand everyone has different requirements, our flexible benefits allow you to choose those which are important to you. Our pension scheme offers employer contributions of up to 12%, private health insurance, and annual leave of 31 days PLUS bank holidays. 

Don’t meet every single requirement? Studies have shown that women and people from minority ethnic backgrounds, for example, are less likely to apply to jobs unless they meet every single qualification. At LifeArc we are dedicated to building a diverse, inclusive, and authentic workplace, so whatever your background or lived experience, if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. Our top priority is finding the best candidate, and you may be just right for this or other roles. 

We all have potential. At LifeArc, you’ll discover what you can really do with it.