Description
We are looking for people to join our fantastic team at Somerset House Trust. As the home of cultural innovators, the Trust connects creativity and the arts with the broader society.
Somerset House pursues a 'Step Inside, Think Outside' spirit and is born from the creative community we nurture - the experience and perspectives we host across background, age, race, and stage, and the intersections and crossovers we encourage.
About the role:
The Support Analyst is a critical part of the diverse and exciting technology operations at Somerset House. Working within the IT Department's Service Desk function, the post holder will be a primary contact for 1st, 2nd and 3rd line IT and network support. You will help to ensure our IT services to our residents, members, and the Trust staff, are of the highest quality. You will work across a range of technologies and systems, from desktops to SaaS, maintaining ownership of cases from start to finish. Additionally, the role will have the opportunity to participate in the implementation of various IT solutions and projects as we work to improve our digital capabilities.
Please note that this is an onsite role, based at Somerset House in central London, running Monday - Friday.
Experience:
- Demonstrable technical knowledge of working in an IT service desk or team.
- Demonstrable knowledge supporting and installing operating systems (Windows 11 primarily, some Windows Server 2016/2019, some Mac OS) and standard productivity applications (Office 365, Teams, OneDrive, Adobe, AutoCAD, etc.).
- Demonstrable knowledge supporting desktop hardware (primarily Dell laptops) and mobile devices (iOS and Android mobile phones and tablets).
- Supporting of Active Directory, Office 365 (including Exchange), and Azure users, including password resets, account creation, and group policies.
- Demonstrable knowledge of cyber security concepts and best practice, including Multi Factor Authentication, phishing, ransomware, passwords, firewalls, social engineering.
- ITIL Foundation certification and technical Microsoft qualifications are desirable.
Please refer to Job Description for full list of requirements.
- To be the primary point of contact for residents, members, event partners, and Trust IT support issues and requests. This includes 1st, 2nd, and 3rd line support.
- Resolve all reported IT issues in a professional and timely manner, documenting all activity on the helpdesk ticketing system, conforming to SLA's and adjusting priorities to deal with urgent issues and requests.
- Monitor and manage ticket queues, alerts, automated tickets, and perform daily checks on various systems.
- Proactively research and identify solutions that may benefit the team and the Trust.
- Where appropriate, escalate issues to external vendors as required and monitor the escalation to ensure satisfactory resolution.
- Assist in the delivery of IT services across all events and event spaces, including wired connections, wireless connections, AV components, and VoIP telephony.
Please refer to Job Description for full list of responsibilities.