Support Analyst

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 helpdesk 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 IT Solutions Lead.
• 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 10/11 primarily, some Windows Server 2012/2016/2019, 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.
• 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, Priava 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- Access to our external Employee Assistance Programme (CiC) for free 24/7 confidential advice and support, including up to 6 free counselling sessions per year where needed- Mental health support and guidance from our in-house trained Mental Health First Aiders - Hybrid working based on having 3 days in the office per week (pro rata if part-time)
- Contribution towards eye tests and glasses
- Trust life insurance scheme 

Holiday- Enhanced annual leave – 25 days plus bank holidays - Birthday leave - additional day leave on or within a week of your birthday- Festive day - additional discretionary day off around the Christmas period

Other Leave- Sick leave – 20 days full pay, followed by 20 days half pay - Emergency dependent care – option to use 25% of paid sick leave for emergency care of a dependent- Enhanced maternity pay

 Pension- 8% employer pension contributions- No minimum requirement for employee contributions- Option for salary exchange- Interest-free loans- Season ticket loan- Cycle to Work scheme

Discounts, offers and free stuff
- The list is endless and includes tickets to Somerset House events and entrance to other London Heritage sites
- Discounts in Somerset House cafes and restaurants
- Discounts with various high street retailers and restaurants
- Discount to local leisure centres

About Somerset House Trust

Somerset House hosts the UK’s largest and most exciting creative community right in the heart of London, and are always looking for new talent to join our team. We welcome 3 million annual visitors to share our unique combination of cultural events, the creative industries and history. This mix informs and powers our programme and organisational culture, making us a singular, compelling and inclusive place to visit and work.

The Trust reserves the right to close a job before its application deadline.

Our Commitment to Anti-Racism, Diversity and Inclusion:

Somerset House is open to all and we value the unique skills of everyone.  Somerset House Trust is an equal opportunities employer and is committed to championing equality, diversity and inclusion in our workplace, so if you’re a suitably qualified applicant, we encourage your application whatever your age, disability, gender, gender identity, race, religion or belief, sexual orientation or socio-economic background. 

Somerset House is actively anti-racist, you can read about our Anti-Racism Pledge and the action we’re taking here. We are working hard to ensure our people, our onsite community and our sector reflect, represent and include all of society. 

With some recruitment stages, where candidates are equally qualified, we will seek to prioritise diversity to help us to increase representation across the creative economy and the Trust.We anonymise all job applications to help avoid discrimination in the initial screening stage of our recruitment process and reinforces our commitment to focus on skills and qualifications of all applications from the start.

Please get in touch if you have any questions or require any adjustments to be made during the recruitment process.