Support Analyst
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.
Responsibilities:
- 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.
- Assist with the configuration of resident office moves, liaising closely with the property team, and the service desk manager.
- As required, to assist in the testing and implementing of new solutions and adaptations/upgrades to IT services.
- Undertake the training of Trust staff members as required.
- Where occasionally required by key live events, exhibitions, and regular system maintenance taking place at Somerset House, to be able to shift working hours and days to provide support coverage.
- Create and update IT and related documentation to allow retention and sharing of knowledge within the team and the Trust.
- Participate as a team player in the support of colleagues within the department and across the Trust’s operations.
- Undertake other duties that may be asked of you from time to time.
Skills, knowledge & expertise required for the role:
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.
Skills:
- A good knowledge of network infrastructure, both wired and wireless.
- A good knowledge of logical network concepts, including VLANs, IPs, DNS and DHCP.
- Strong communication skills with the flexibility to deal with a varied customer base.
- Coaching or training end users in technical expertise.
- Knowledge of VoIP telephony.
- Knowledge of system backups, for example, Microsoft Azure Backup Service.
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Skills in supporting a range of specific solutions are desirable, including hypervisors (Hyper-V), Cisco Meraki, Mimecast, Bitdefender, AlienVault SIEM, PaperCut, PRTG, Jira, EPOS systems, PDQ Deploy, Access Finance, Nexudus, Diese or similar events management software, and Tessitura.
As part of the recruitment process, there will be a practical task to help us assess hands-on technical skills.
Benefits to working at Somerset House:
Mental Health & Wellbeing
- Contribution towards eye tests and glasses
-Trust life insurance scheme
Holiday
Other Leave
Pension
Discounts, offers and free stuff
-The list is endless and includes tickets to Somerset House events and entrance to other London Heritage sites
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-Discounts in Somerset House cafes and restaurants
-Discounts with various high street retailers and restaurants
-Discount to local leisure centres
*following 3 months of employment
About Somerset House Trust
Somerset House is actively anti-racist and you can read about our commitment to diversity, equity, inclusion & belonging
here. We are working hard to ensure our people, our onsite community and our sector reflect, represent and include all of society.
Our Commitment to Anti-Racism, Diversity, Equity, Inclusion & Belonging:
discrimination
in the initial screening stage of our recruitment process. This reinforces our commitment to focusing on the skills and qualifications of all applications from the start.
We're committed to creating an inclusive recruitment process. Please let us know if there's anything we can do to help you perform at your best. We're open to adjusting our process to accommodate your needs please email people.team@somersethouse.org.uk.
The Trust reserves the right to close a job before its application deadline.
Please only apply if you have the right to work in the UK; the Trust cannot currently offer sponsorships.
Somerset House Trust operates a hybrid working model which does not allow employees from working outside the United Kingdom
Documents
Our Hiring Process
Don't worry if you don't see any roles you want to apply for now. Register your interest to allow us to contact you when a suitable role meeting your criteria comes along. Unfortunately, the Trust cannot sponsor or take over sponsorship of an employment Visa at this time.