ICT Service Desk Analyst (12-month FTC)

This is a fixed-term 12-month contract, working 35 hours per week, Monday to Friday. The role can be based at either the Science and Industry Museum in Manchester or the National Railway Museum in York.

Do you have a talent for diagnosing technical problems and a passion for delivering great customer service?

About the role

As part of a collaborative multi-disciplinary team, you will provide quality technical services to our customer and infrastructure operations along with project functions within ICT. You will be engaged in work across a range from desktop support to 3rd line infrastructure (server, network, virtualisation) and Service Desk cover support as needed; maintaining and improving customer satisfaction is key.

When not supporting customer and infrastructure operations, projects and tasks will be assigned and scheduled by a Resource Manager who will coordinate priorities and requirements.

Whilst having your own expertise, you will have great opportunities to gain and share experience and knowledge over a wide spectrum of systems that the ICT team support. You will have every opportunity to use this exposure to develop your career in IT, gaining skills through both informal and formal training and through on-the-job learning. Team members are also provided with specific 'training hours' each week to focus on personal development.

The core pattern is weekdays, though there may be a need for occasional weekend support in the future, depending on team capacity. If required, this would be no more than one weekend per month and would be shared fairly across the team.

About you

We're looking for someone with a genuine interest in IT and a solid grounding in technical support - comfortable troubleshooting everyday issues across desktops, software and basic infrastructure, and keen to keep building on that knowledge as you go. You don't need to be an expert in everything; what matters more is a logical, curious approach to working out what's gone wrong and how to fix it, along with the confidence to know when to escalate or ask for help.

Just as important is how you work with people. Our customers come from all walks of life, both inside and outside the organisation, and you'll need to flex your approach depending on who you're supporting and how - whether that's a quick face-to-face fix on the museum floor or talking someone through a problem remotely when you can't see what they're looking at. We're after someone who can stay patient, clear and reassuring under pressure, and who takes real satisfaction in helping someone feel supported, not just "ticking off" their issue.

Don't feel you meet all the criteria? We welcome you to apply even if your experience doesn't match directly. With your transferable skills, you could be the right candidate for this, or other opportunities that we have.

Applying

View the Vacancy Information Pack listed under 'Attachments' on the vacancy listing on our website for more details about the role and the application process or click 'Apply Online' to submit an application.

What we offer

Working with a world-leading museum group that offers access to truly unique environments and collections, you'll benefit from the perks listed below, as well as full support for life events such as parental and adoption leave, sickness, and career breaks.

* Meaningful work. We're a mission-led organisation where the work you do supports us in Inspiring Futures.
* Career growth. We offer enhanced support with personal and professional development.
* Work/life balance. We offer 27 days annual leave in addition to bank holidays, along with flexible policies which support you and your home life.
* Wellbeing. All our colleagues can access an employee assistance programme, access to the Unmind app, and other wellbeing support.
* Colleague networks. Our colleague-led networks are an informal forum for colleagues to come together to discuss topics of shared interest and lived experience. They create a space for people to exchange ideas, discuss best practice, socialise and build a sense of community.
* Enhanced contributory pension. To support you in saving for the future.
* Interest-free loans. When you need a little extra cash for life events or home improvements.
* Great discounts. Free entry to exhibitions, discounts in our shops, cafes, and access to other museums in the NMDC network.



Open for All is one of the Science Museum Group's five core values and sets out our important aspiration to be a place for everyone. We are working hard to understand our organisation better and to develop a culture that recognises and values different backgrounds, mindsets, skills, experience, knowledge, and expertise. By having greater diversity, we believe that we will be a stronger and better organisation, capable to continue to Inspire Futures.

Museum Website: https://www.aplitrak.com/?adid=aHJzZXJ2aWNlLjkwNTc1LjExMTkzQHNjaWVuY2VtdXNldW0uYXBsaXRyYWsuY29t