Desktop Technician

Your responsibilities will include:

• Providing Service Desk support on a rota basis, engaging with users via email, face to face and the self-service portal;
• Providing second-line support to users who are onsite and working remotely;
• Ensuring all new incidents and requests are managed and escalated as required;
• Investigating issues and other requests, providing second-line desktop support and determining appropriate actions to take;
• Providing timely communication to all staff, using email and news items, for both planned maintenance and unplanned outages of systems;
• Ensuring the inventory is maintained, tagging new items and ensuring moves are recorded and updated in the system;
• Assisting users to make more effective use of desktop/laptop systems, products and services;
• Installs and commission desktop/laptop systems and manage routine upgrades;
• Contributing to the creation and maintenance of knowledge base articles;
• Some ordering and management of smartphones - Android and iOS;
• Interpreting technical manuals and documentation and, in consultation with users, devises new or revised policy, standards, and procedures for using systems, products or services.


You will:

• Have the ability to work flexibly and across teams;
• Have the ability to understand end-to-end systems and what is needed to support them, both in the office and via remote support;
• A proven track record in supporting Windows 11, MS Office 365 and Microsoft Teams;
• A good knowledge of our primary infrastructure and the support requirements;
• Have the ability to contribute to the collection, report and disseminate of Service Team metrics;
• Possess knowledge and expertise and be willing to share these with colleagues and users;
• Use continuous improvement to identify process improvements;
• Understand and promote the use of technical standards;
• Keep and maintain accurate records, for calls, inventory; and procedures;
• Have good oral communication skills and take an analytical approach to problem solving;
• Have knowledge and experience of IT Infrastructure Library (ITILV4) standards or similar methodologies.

If this sounds like you, we would love to hear from you!

Museum Website: https://ce0752li.webitrent.com/ce0752li_webrecruitment/wrd/run/ETREC179GF.open?WVID=5071482BMD