Founded in 1882, The Royal College of Music (RCM) is a world leading music conservatoire with a prestigious history and contemporary outlook. Our excellence was recognised by the 2026 QS World University Rankings, in which we were ranked as the No. 1 institution in the UK and Europe, and second globally, for both Music and Performing Arts. The College has held global first and second positions in Performing Arts for five successive years, while Music is a new subject introduced to the rankings in 2024. The IT Department is seeking to appoint a Senior IT Service Desk Engineer. The post-holder will be part of the wider IT support function, with responsibility for providing advanced technical assistance to staff, students and professors. Alongside resolving complex incidents and contributing to infrastructure and process improvements, the Senior IT Service Desk Engineer will help ensure the reliable delivery of day to day IT services and support the implementation of longer term projects. This is a key technical role, providing 3rd line support, acting as an escalation point for complex issues, and helping to ensure the smooth delivery of IT services across the College. The post holder will work closely with colleagues across IT and the wider RCM community, supporting a broad range of technologies including Windows 10/11, Office 365, telephony, mobile devices, cloud services and specialist platforms. The role also offers opportunities to contribute to project work, and service desk development, including mentoring junior engineers and building specialist expertise. A friendly, helpful and flexible approach is essential, as is a genuine enjoyment of helping people solve technical problems. Job reference number: 804-26 Closing date: 9am Monday 15 June 2026 Interview date: Thursday 25 June 2026 This post is offered on a permanent, full-time basis and is immediately available. Degree or equivalent professional experience in a related discipline Educated to A level standard or equivalent Experience of helpdesk team supervision, delivering oversight of support ticket process and procedure management compliance Extensive Experience of Microsoft Windows 10, 11 & Windows Server Maintenance, Administration and Troubleshooting Extensive Experience of Microsoft Office 365, Teams Maintenance, Administration and Troubleshooting Extensive Experience of Desktop Hardware Maintenance, Administration and Troubleshooting Experience of Cloud Technologies Good working knowledge of a wide range of business and consumer technologies including mobile devices, apps and Apple Macs Experience of a disciplined Service Management environment Excellent customer service, communication and interpersonal skills, i.e. ability to communicate in a friendly and helpful manner with a broad spectrum of end users and team members Supervise helpdesk team members, overseeing operational helpdesk responsibilities, ensuring best practice processes and procedures are followed, that SLAs are met, and the highest quality of service is provided Mentor helpdesk team members supporting their technical development To provide 3rd line user support and act as an escalation point for complex IT incidents and service requests requiring senior technical expertise To provide support for the College's various IT services including, but not limited to: laptops, desktop PCs, multi-function printers, telephony and mobile devices To ensure support requests raised by users are logged, grouped and tracked via the RCM's Service Desk Management platform and dealt with in accordance with agreed SLA's To work closely with other members of the IT team to provide an effective and comprehensive user support service and basic training in the use of equipment to College students, teachers and support staff To apply, please complete our 1) Application form and 2) Equal Opportunities form (available to download from the RCM website) and submit in Word or PDF format by email to [email protected] CVs without an application form will not be accepted. Please ensure that you include the Job Reference Number when submitting your application. The RCM is committed to nurturing diverse and inclusive environments for all staff and students to work and learn. We positively encourage applications from suitably qualified and eligible candidates from diverse backgrounds, including race, disability, age, sex, gender identity, sexual orientation, religion and belief, marriage and civil partnership, pregnancy and maternity, and caring responsibility.Job Summary
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