Service Desk Analyst

This job has now expired please search on the home page to find live IT Jobs.

Job purpose:

This post will be a member of the team responsible for providing a customer focussed and effective IT Helpdesk service for internal customers. The Helpdesk supports IT infrastructure and business systems, as well as audio-visual and digital interactive equipment within the public facing spaces (including galleries, learning spaces, lecture theatre and meeting rooms) across the Museum sites.

Key responsibilities:

Provide support for IT across the Museum, escalating issues to the IT Service Desk Manager as required.
Troubleshoot IT related issues across the Museum, escalating issues to colleagues as appropriate.
Carry-out minor repairs on IT equipment as necessary.
Provide support for fixed-line and mobile telephony systems used across the Museum (e.g. Iphone, and Mitel IP Telephony).
Configure, deploy and support PCs, laptops, Apple Macs, and tablet devices (including, but not restricted to iPads).
Active Directory user and group administration.
Office 365 and exchange online administration.
Log, respond to and update IT Helpdesk calls and tickets.
Keep documentation for all IT systems up-to-date.
Support the delivery of IT projects as required.
Carry-out computer data entry (e.g. creation of Purchase Orders via the Museum's Purchase to Pay system; updates to the Asset Database) as needed.
Undertake any other relevant activities which fall under the general scope of this position as directed by the IT Service Desk Manager.

Other responsibilities:

Undertake any other relevant activities that are part of the IT function and general scope of this position as directed by the Deputy Head of Technology.
Sustainability - ensure their ways of working meet the museums values around sustainability.
Health and Safety - observe all Health and Safety rules and procedures as laid down and attend all relevant training as required.
Equality, Diversity, and Inclusion (EDI) - build a departmental culture which values and promotes a positive attitude to Equality, Diversity, and Inclusion.
Carry out any other duties when required.

Person Specification

Job Title: Service Desk Analyst

Team: Technology

Essential criteria:

Customer focussed with the ability to deliver a high quality service to both internal and external customers.
Excellent communication skills (verbal and written) with a calm, and polite manner.
Ability to effectively engage and work with internal and external stakeholders.
Excellent organisational and time management skills with the ability to prioritise work.
Strong attention to detail and ability to follow procedures.
Able to work under pressure dealing with simultaneous issues.
Able to work flexible hours (including evenings and weekends).

Working knowledge of PCs and Laptops with particular regard to Windows 10.
Advanced knowledge of Microsoft Office applications.
Working knowledge of office 365 and/or powershell.
PC and laptop troubleshooting, installation and configuration, PC support skills.
Proven experience or working with Active Directory and Azure AD.
Knowledge of deployment tools.
Understanding of network infrastructure, cabling and network printing systems in and enterprise environment.

Desirable criteria: