Helpdesk Support Analyst

Royston, United Kingdom
This job is no longer available

Back Lane, Melbourn, Royston SG8, GB


Company description

About us

We believe in the power of ingenuity to build a positive human future in a technology-driven world.

As strategies, technologies and innovation collide, we create opportunity from complexity.

Our diverse teams of experts combine innovative thinking and breakthrough use of technologies to progress further, faster. Our clients adapt and transform, and together we achieve enduring results.

An innovation and transformation consultancy, we are 3,300 specialists in consumer and manufacturing, defence and security, energy and utilities, financial services, government and public services, health and life sciences, and transport. Our people are strategists, innovators, designers, consultants, digital experts, scientists, engineers and technologists. We operate globally from offices across the UK, US, Netherlands and Nordics.

PA. Bringing Ingenuity to Life.

Job description

Are you looking to start or develop your career in IT? Do you have excellent customer service skills and a drive to solve problems?

The Global Helpdesk is the main point of contact for all IT and telephony problems, supporting a 3000+ user-base globally for PA, and for a number of external client users. Based in our Cambridge office, you will work a variety of work patterns to cover our core hours of between 7am - 6:30pm.

The primary focus of the role is to take calls and e-mails from PA people and diagnose the nature of their issue via structured questioning techniques. Where possible you will be resolving them at first point of contact or escalating to an alternative support team.

Working to agreed SLA’s, we place service delivery as our top priority. In exchange, we provide an excellent chance to explore future career paths within PA. Whether you are interested in configuring IT equipment, 2nd line support or other areas of IT and project work, we will support your development as well as offering the opportunity and resources to attend training courses via access to a training platform


A successful candidate should demonstrate / have:

  • High standards of telephone communication skills
  • Excellent verbal and written communication
  • Passion for problem solving
  • Excellent listening skills
  • Ability to remain calm in stressful situations.
  • Be a team player
  • Develop knowledge and skills accordingly

Skills/Personal Qualities:

A successful candidate should demonstrate / have:

  • Flexibility, Enthusiasm and motivation
  • Excellent interpersonal skills
  • Professionalism, helpfulness, & politeness at all times
  • Mature attitude and be adaptable to change
  • Confidence in their own abilities and those of their colleagues

Additional information


  • Private medical insurance
  • 25 days annual leave with the opportunity to buy 5 additional days
  • Company pension scheme
  • Annual performance-based bonus
  • Life and Income protection insurance
  • Tax efficient benefits (cycle to work, give as you earn)
  • Additional optional benefits (Dental, critical illness, spouse/partner life assurance)

Inclusion & Diversity

We believe that diversity makes us a stronger firm and look to employ people with different ideas, styles and skill sets. This diversity stimulates a rich, creative environment – one in which our people develop, and our clients enjoy enduring results. We’re committed to recruiting, promoting and rewarding our people solely based on their ability to contribute to PA’s goals, without regard to their sex, race, disability, religion, national origin, ethnicity, sexual orientation, age or marital status.

Should you need any adjustments to the recruitment process, at either application or interview, please contact us on

Job information

Firm: PA Consulting

Location: Royston, United Kingdom