IT Support Analyst

Full time / 40 hours and 5 days per week.

6 months FTC

The IT Helpdesk is the primary interface between Gallery staff and the IT department. The aim is to deal with, or escalate to the relevant technicians, all incoming requests for support and trouble shooting and to make sure that requests are dealt with in accordance with our agreed SLAs. This support includes but is not limited to endpoints, servers, networking, telephony, printing and mobile device management.

Working as part of a small team of IT professionals who provide IT support for the Gallery IT systems.

• Taking responsibility for monitoring and initial response to incoming support requests, in a timely and professional manner. To escalate to specialists within the IT team as requested.
• The current IT systems include, but are not limited to, VMWare, Active Directory, Windows 10/11, Microsoft Office, Microsoft 365, Azure, Android and iOS.
• Undertaking financial duties such as raising Purchase Orders and payments.
• Asset management
• Promoting IT best practices and informing and assisting staff to adhere to the same, including training and inductions.
• Using a call logging system to log and manage and calls, including allocating to other IT team members, to ensure these calls are seen through to resolution, maintaining internal SLAs.
• Providing some basic training in Gallery IT systems to new employees or when new systems are introduced.
• Managing IT assets according to IT & Security policies and maintain the IT asset register and to assist in the appropriate disposal of IT equipment according to IT policies.
• Assist with cyber response and enforce existing cyber security policies
• Support the galleries operations
• Provide remote support
• Hardware and software troubleshooting
• Assisting in the management of IT contractors by accompanying them around site and explaining requirements (including evacuation and basic Gallery rules).

Occasionally IT work has to be carried out in unsocial hours. The post holder may be required to assist and to adjust their working hours accordingly.

The above list is indicative but not exhaustive. As such, in addition to the key accountabilities and responsibilities listed the post holder may be required to perform other duties commensurate with the scope and/or level of the role.

• Strong technical knowledge of the Windows, Office 365 and Azure.
• Solid understanding of ITIL.
• Knowledge of TCP/IP networking and Active Directory and Azure Identity
• Knowledge of Endpoint management
• Knowledge of Azure Identity
• Experience of using an IT Service Desk tool such as Track
  
  IT, Servicenow, Fresh service
• Previous experience of working as part of a small team.
• Educated to degree level with an IT related qualification, or equivalent experience.
• Customer focused and service orientated approach, personable and approach
• with an awareness of an organisation’s business processes.
• Good organisational skills, excellent attention to detail, the ability to use
• initiative and to prioritise appropriately.

• 29 days annual leave allowance, in addition to bank holidays
• Interest free season ticket and bicycle loans
• Employee assistance programme
• Free entry to many UK museums, galleries and exhibitions
• Staff discounts on purchases in online shop
• Professional & personal development opportunities

Closing date for returned applications is 9:00am on 25th February. Interviews to take place on the week commencing 2nd March.

We are committed to the employment and development of disabled people. When assessing and shortlisting our candidate pool for interviews, we are committed to removing any bias through our process to ensure all individuals with a disability are included. To be invited to the interview stage, you must show through your application that you meet the minimum criteria and/or the desirable skills required for the role.

If you tell us that you have a disability we can make reasonable adjustments at interview, and, if you join us, to your work arrangements.