_{07th May, 2025}

Senior / Principal Service Desk Specialist
Location:  Cambridge - Onsite

We’re looking for a Service Desk Specialist Lead who will provide top-tier support for all company standard hardware and software. You’ll play a key role in diagnosing user issues, driving process improvements, and mentoring a team that supports the critical technologies behind the company’s life-saving work. This is more than just a help desk job — it’s a chance to lead with impact and be part of a cause that matters.
  
Responsibilities:

• Resolve advanced (Tier 3) service desk tickets and support escalated technical issues
• Act as supervisor in the absence of management
• Monitor team workflow, assign and triage tickets, and ensure timely resolution
• Train team members and ensure documentation (SOPs, checklists) is always up-to-date
• Identify and lead process improvements to elevate service delivery
• Provide executive-level support and maintain a proactive, service-first mindset

Experience:

• BSc in Computer Science or related field
• 3+ years of technical support experience; medical laboratory experience a plus
• Strong diagnostic, analytical, and problem-solving skills
• Deep knowledge of Microsoft Office, databases, networking, and internet protocols
• Excellent multitasking, communication, and follow-up skills
• Experience supporting executive-level users preferred
• Proven leadership and the ability to drive ownership and accountability

This is a great opportunity to join a global company, in their mission to improve patient outcomes through early diagnosis. If you are interested in finding out more about this opportunity, please submit your application to be considered.
  
  
  
  
  
  
  
  
  
  
  
  
  
Keywords: Service desk / customer support / service support / diagnostics / Support specialist / lead / senior / principal / user support / supporting / help desk /  IT Support Lead / Service Desk Specialist / IT Support / Technical Support Team Lead
  

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