Helpdesk Support Associate

We are looking for someone to join our Global IT Service Desk Team as an IT apprentice

You will be delivering high-quality, customer-focused IT support during EMEA hours. This role offers exposure to a broad range of technologies including networks, cloud platforms, operating systems, and automation, providing a strong foundation for future career progression in IT operations or infrastructure.

You will be based in our Stapeley office on a hybrid work pattern of 2-3 days in the office

There is a chance to get a qualification through an apprentice program via one of our partners (you may be required to also interview with the provider)

Service Delivery

• Provide day-to-day on-site support at our Stapeley office and other remote UK locations.
• Deliver remote support to users across multiple countries in Europe, Africa, Russia, and India.
• Meet or exceed response and resolution times defined in service level agreements (SLAs).
• Escalate and liaise with third-party suppliers where necessary, ensuring resolution and stakeholder satisfaction.

Technical Operations

• Install, configure and troubleshoot hardware, operating systems (mainly Windows 11), and core productivity tools (e.g. Microsoft 365).
• Manage and support access controls, user provisioning, file permissions, and endpoint security.
• Maintain network equipment (wireless access points, switches, etc.) when requested, and assist with basic configuration and diagnostics.
• Support virtual and physical infrastructure including VPN, remote access services, and storage management.

Cloud & Systems Support

• Assist with support and maintenance of Microsoft Azure, Microsoft 365, Dynamics 365 and Intune.
• Monitor cloud and on-premises services using diagnostic tools and system logs.

Automation & Documentation

• Write basic scripts using PowerShell to streamline routine tasks and improve efficiency.
• Contribute to and maintain internal knowledge base documentation.
• Log incidents and document fixes clearly to aid future troubleshooting and support root cause analysis.

Project Participation

• Support delivery of IT projects including office launches, infrastructure refreshes, and digital workplace initiatives.
• Collaborate with global teams to help transition new services into operational support.

Stakeholder Engagement

• Act as one of the primary IT points of contact for colleagues on-site, ensuring consistent communication and excellent customer experience.
• Build strong working relationships with colleagues, IT teams, and external vendors.
• Proactively gather feedback and seek opportunities for service improvement.

Essential Skills and Experience

• A working understanding of Windows 10/11, Microsoft 365, and basic networking concepts (e.g. IP addressing, DNS).
• Awareness of endpoint security (e.g. antivirus, MFA) and system updates/patching practices.
• Confident using and troubleshooting IT systems in person and remotely; any exposure to a ticketing or ITSM tool is a plus.
• Interest in or basic exposure to cloud services (e.g. Azure, AWS) and account management (e.g. Active Directory, Microsoft Entra ID).

Desirable Attributes

• Exposure to scripting and automation (PowerShell, Power Automate).
• Experience with device deployment and configuration using tools like Microsoft Intune or Endpoint Manager.
• Awareness of backup strategies and disaster recovery principles.
• Willingness to, in time, travel occasionally across EMEA to support global IT initiatives.
• Full UK driving license.

If you do not have all of the above skills but are interested in this role as an apprentice, please do apply and state on your CV your interest in the apprentice program

Genus is an agricultural biotechnology pioneer. We are a global FTSE 250 company, headquartered in the UK, and listed on the London Stock Exchange. Genus PLC has a presence in over 70 countries and a global workforce of over 3,000 employees and growing.  We are a worldwide leader in porcine and bovine animal genetics, partnering with farmers to transform how we nourish the world – a mission that is important to a sustainable future. 

Our vision is clear: Pioneering animal genetic improvement to sustainably nourish the world.

Our Values

• Collaborate as One Team
• Create Value for Customers
• Innovate with Purpose
• Never stop improving

DEI

Genus is a place where you can be yourself and be part of a growing global team. We have a culture of respect, openness and fairness for all. Whatever your background, your role or your area of work, you will have the chance to thrive in an environment that inspires, challenges and supports you to succeed.

• Monitor and identify goals for the reduction of our GHG emissions from our own operations.
• Drive porcine and bovine genetic improvements which support productivity gains and improve feed efficiency, enabling a reduction in the production of greenhouse gas (GHG) emissions per unit of milk or meat produced
• Identify facility and other opportunities for reductions in GHG emissions, consistent with our goals
• Partner and advocate for policies that advance positive climate goals and identified United Nations Sustainable Development Goals (SDGs). 

• 25 days holidays + Bank Holidays 
• NFU Pension
• Health Cash back scheme 
• Employee Assistance Program 
• Employee share plan 
• Enhanced maternity leave 12 weeks at full pay followed by 4 weeks at 50% followed by SMP
• Comprehensive L&D program including career development programs, access to Genus University and Mango (languages) 

Genus is an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. Genus prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Genus conforms to the spirit as well as to the letter of all applicable laws and regulations.

Genus plc will never ask you to provide fees or payment for computer, software, or other equipment or supplies during the recruitment and/or onboarding process. If you have any questions about your individual application, please contact the Genus Talent Acquisition team at recruiting@genusplc.com.