IT Support Officer

About the role

We’re looking for an experienced IT Support Officer to play a vital part in keeping our people and technology connected. If you have strong IT support experience and a talent for problem-solving alongside excellent customer service skills, we’d love to hear from you.

You’ll provide high-quality technical support across all four of our inspiring galleries in the heart of Edinburgh, as well as for colleagues working flexibly. You’ll work in an environment where technology plays a key role in enhancing both the visitor experience and our operational success.

This is a varied and rewarding role where no two days are the same. One moment you might be helping a colleague resolve a critical IT issue, and the next you could be supporting digital systems that shape the visitor journey.

As part of our small, dedicated IT team, you’ll help support, maintain, and develop a wide range of IT, digital, and audio-visual systems. You’ll work collaboratively to deliver first, second, and third-line support, manage service requests, and play an active role in projects that keep our technology modern and secure.

This is a fantastic opportunity to make a real difference in a world-class cultural setting, ensuring colleagues and visitors alike benefit from robust and responsive IT services.

The difference you’ll make

Working as part of our IT Team, reporting to the IT Support Manager you’ll play a key role in ensuring our systems run smoothly and securely. Your responsibilities will include:

- Providing IT, digital and audio-visual technologies in support of the visitor experience and the organisation’s day-to-day operational activities. 
- Providing first, second and third-line support for all IT and digital services, managing service desk tickets (incidents, service requests, and change requests) in line with agreed service management processes and service levels. 
- Diagnosing and resolving application, system, network and desktop related queries, problems and faults. 
- Installing, configuring, patching, and administering IT and digital systems. 
- Keeping your technical skills and working knowledge of our information systems up to date with current market developments. 
- Building sound working relationships with customers, suppliers, external/third party contractors and other contacts. 
- Ensuring technical and user documentation is correct, relevant and updated. 
- Assisting with IS/IT Projects and developments within the department.
- Installing, maintaining and disposing of hardware and peripherals in accordance with internal and associated external policies and procedures. 
- Promoting IT best practice to all, offering advice on application and technology usage and IT Policy. 
- Maintaining data confidentiality at all times and abiding by all internal and associated external policies and procedures.
- Continuing your professional development to stay ahead in your field. 

Who we are looking for

To succeed in this role, you’ll need the following range of knowledge, skills, and experience:

- Professional, further or higher education qualifications in an IT-related subject or equivalent experience. 
- Proven and demonstrable IT Support experience in a multi desktop OS environment, preferably at least 1 year. 
- Strong understanding and experience of service management principles (i.e. service desk processes) and service desk software packages. 
- Excellent understanding of Microsoft technologies including Exchange, Microsoft 365, and Teams. 
- Skilled in Active Directory and Group Policy administration and management.
- Excellent understanding of PC and peripheral architecture.
- Knowledge of remote software installation methods and management tools. 
- Good understanding of IT networking fundamentals.
- Ability to keep up to date with new technologies. 
- Strong customer focus and communication skills with the ability to communicate at all levels. 
- Flexible and adaptable with solid problem-solving skills.
- Ability to follow and implement guidelines and procedures.
- A strong team player who can work independently as the situation dictates. 
- Ability to prioritise and manage varied workloads in an ever-changing environment. 

It would also be great if you have:

- Understanding of ITIL Framework and practical application of IT service desks. 
- Recognised IT or vocational customer services qualification.
- Understanding of IT compliance.

Please apply directly via our careers portal. Applications via email will not be accepted.

The closing date for applications is 12 noon on Monday, 15 September 2025.

Museum Website: https://www.nationalgalleries.org/careers