Service Desk Analyst

Premium Job From Royal Museums Greenwich


Royal Museums Greenwich

Listed on

7th November



Salary Notes

Competitive + Benefits



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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:

  • Recent experience in a busy Helpdesk environment.
  • 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.
  • Familiarity and management of End Point Security tools.

Desirable criteria:

  • Experience providing 'remote-hands' support.
  • MCSA certification in a relevant technology.
  • ITIL v3 certification at Foundation level.
  • Working knowledge of Apple Macs and Mac OS.
  • Intune and Autopilot.
  • Microsoft 365 ATP.
  • Experience of Android and/or iOS device set-up and support.
  • Experience in the maintenance of Dell PowerEdge or HP ProLiant based servers.
  • Knowledge of Linux Operating Systems (Red Hat or Ubuntu preferred).
  • Basic web content administration.
  • Awareness of Health & Safety regulations and practise in the workplace.

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