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IT Support Analyst - Global Helpdesk

Become part of the Team

An exciting new position has opened within PA Consulting Group. Based in South Cambridge you will take on the role of IT 1st Line Support.  This role is ideal for an ambitious IT or customer service specialist who has a passion for solving problems and enjoys working in a fast paced, tech environment.


The successful candidate will provide support for PA’s internal IT and telephony systems, as well as providing support to external clients for applications developed by PA. 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.

The role involves taking calls and e-mails from the user base, diagnosing the nature of their issue, recording them within the call-logging application and resolving them at first point of contact wherever possible. We work to SLA’s and place service delivery as our top priority.

We look to develop your skills and there will be opportunities to configure laptops and work within traditional 2nd line environments. PA will provide a chance to explore future career paths, you will also be involved in project work and have an opportunity to attend internal and external training courses.

Bringing Ingenuity to Life

We’re an innovation and transformation consultancy that believes in the power of ingenuity to build a positive-human future in a technology-driven world. Our diverse teams of experts combine innovative thinking with breakthrough-technologies to progress further, faster.

With a global network of FTSE 100 and Fortune 500 clients, we’ll offer you unrivalled opportunities for growth and the freedom to excel. Combining strategies, technologies and innovation, we turn complexity to opportunity and deliver enduring results, enabling you to build a lasting career.
Isn’t it time you joined us?


Job Requirements

What we’re looking for

Candidates should demonstrate a high degree of multi-tasking and organisational skills. A keen customer focus and dedication to troubleshooting will be paramount. You should be flexible in order to respond to an ever-changing environment and support needs. We will be looking for excellent interpersonal skills and professionalism, along with enthusiasm and self-motivation. You should demonstrate initiative, patience and adaptability.

Candidates will be required to work on a reasonable shift pattern to provide as much support as possible. There may also be a requirement to travel to our London office from time-to-time. All travel to London will be re-imbursed.

Technical knowledge and competency are assumed, along with supporting qualifications. High standards of verbal and written communication skills will be required, encompassing face-to-face, telephone and email contact. Problem solving under pressure, and the ability to listen and discuss with non-technical users will be essential. Teamwork and customer service is key, so experience within a similar helpdesk or customer service environment would be preferable.

About PA Consulting Group

Benefits package at PA:

-Private healthcare
-Interest free season ticket loan
-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)
-Voluntary benefits (Dental, critical illness, spouse/partner life assurance)

PA is committed to building an inclusive and supportive culture where diversity thrives, and all of our people can excel. We believe that greater diversity stimulates innovation, enabling us to fulfil our purpose of ‘Bringing Ingenuity to Life’, supporting the growth of our people, and delivering more enduring results for our clients.
We only recruit, promote and reward our people based on their contribution, without regard to gender, race, disability, religion, nationality, ethnicity, sexual orientation, age or marital status.