Service Desk Engineer; Level 2

White Cube was set up by Jay Jopling in 1993 as a project room for contemporary art. The gallery has since grown into one of the most influential commercial galleries in the world, representing internationally renowned artists such as Georg Baselitz, Tracey Emin, Antony Gormley, Mona Hatoum, Anselm Kiefer, Liu Wei, Park Seo Bo, Doris Salcedo and Jeff Wall. White Cube’s exhibition program extends across locations in London, Hong Kong, Paris,

New York, Seoul and online.

We are seeking a confident, customer-focused Service Desk Engineer to be the first point of contact for IT support and service delivery across White Cube. This is a hands‑on, people‑facing role at the heart of a fast‑moving creative business, supporting gallery, exhibition, sales, finance and curatorial teams across our London sites and global offices. The successful candidate will own the Sys Aid ticket queue, resolve as much as possible at first touch, and provide white‑glove support during exhibition installs, openings and VIP events.

The role is deliberately built for shift‑left; we want a service desk that resolves, not one that simply routes. You will work closely with our L3 engineering team, contribute to the Sys Aid knowledge base, and grow your skills across our Microsoft cloud, endpoint and security stack.

• Act as the first point of contact for all IT support requests across White Cube, by phone, in person, via Teams and through Sys Aid, providing a calm, professional and service‑led experience to gallery and corporate staff.
• Own the Sys Aid ticket queue end‑to‑end: triage, classify, prioritise, update and close incidents and service requests in line with agreed SLAs, with clear and timely communication to users.
• Resolve issues at first touch including password and MFA resets, Microsoft 365 (Outlook, Teams, One Drive, SharePoint) issues, Intune‑managed Windows device problems, Jamf‑managed Mac issues, printing, mobile devices and meeting room AV.
• Provide hands‑on, white‑glove support for senior stakeholders, VIPs, gallery openings, exhibition installs and global travel, keeping the user experience seamless during high‑profile moments.
• Manage user lifecycle activities: joiner, mover and leaver tasks across Entra , Microsoft 365, Intune, JAMF, Bitwarden, Sentinel One and other business systems, in line with security and HR policy.
• Provide hardware and peripheral support for Windows laptops, Mac Books, mobile devices, monitors, headsets, AV kit and meeting‑room equipment, including imaging, deployment, repair coordination and asset tracking.
• Provide expert technical support for the gallery’s site IT, including Wi‑Fi, Meraki access points, network printing and meeting‑room technology, performing 1st to 2nd‑line diagnostics and engaging vendors or L3 engineers when needed.
• Escalate cleanly to L3 when an issue is beyond L2 scope, providing full context, reproduction steps and impact so that senior engineers can act immediately.
• Build and maintain the Sys Aid knowledge base. Every recurring issue should result in a clear run book so that more issues can be resolved at first touch over time.
• Champion shift‑left: actively look for opportunities to move resolution closer to the user, automate repetitive requests, and reduce escalations to L3.
• Support IT onboarding inductions, security awareness reminders and end‑user training on M365 and gallery‑specific tooling.

• This role carries named operational ownership across a defined set of White Cube platforms, a deliberate uplift from a pure L1 routing role.
• The Service Desk Engineer will be the named system admin or operational owner for the following services, working under the technical authority of the L3 Cloud Platform Engineering team:
  • Sys Aid (ITSM platform): request workflow administration, knowledge base curation, SLA reporting and continuous improvement of the service catalogue.
  • Bitwarden (password management): user and group administration, vault provisioning and audit.
  • Jamf Pro (Mac management): day‑to‑day fleet operations, including enrolment, app deployment, configuration profiles and compliance reporting.
  • Microsoft Intune…