Somerset House
Somerset House, Strand, London, UK
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.
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.
ITECCO Limited
City, London
City, London
ITECCO Limited
IT Support Engineer - London - £36K Up to £36K depending on experience + Brilliant Benefits Package (see below) Tired of doing day-to-day support and still having to pick up 1st line calls? Want to undertake more project and implementation work utilising the latest tech out there? If so, please read on...! An exciting business in the Urban Development sector based in central London are looking for an IT Support Engineer (1st-3rd Line) to join their team ASAP. They need someone who is Network, Server and Desktop support focused to help design, manage and develop new and existing IT Infrastructure. This business requires a confident and hardworking individual to work alongside the IT Manager and existing team. Combined with the project work, the role will also entail assisting users onsite. This role offers an excellent benefits package including; 25 Days Holiday + Bank Hols (increasing with each year of service), Improved Pension (5% contribution), regular company-wide social events and individual training and certification budgets for all IT staff. Please send through your CV if you have experience with the following: * Windows Server 2012/16 * Windows 10 * Office 365 * SharePoint * Active Directory * Apple Mac - desirable * Networking (LAN/WAN/Wi-Fi) * Cisco Routing and Switching (CCNA desirable) * Network Security - Firewalls This job will suit engineers who are technically strong from 1st to 3rd, who are feeling stagnant and aren't getting the most out of their capabilities. If you are looking to utilise your technical skill set to its fullest and improve upon your abilities further, this position will equip you with the skills and experience required to do so on a range of interesting projects. Microsoft, Windows Server, Office 365, AWS, Active Directory, 2nd Line, Second Line, SharePoint, Networking, Firewall, LAN, WAN, Support, Project, IT, Support, Engineer, Cisco
City, London
ITECCO Limited
IT Support Engineer - London - £36K Up to £36K depending on experience + Brilliant Benefits Package (see below) Tired of doing day-to-day support and still having to pick up 1st line calls? Want to undertake more project and implementation work utilising the latest tech out there? If so, please read on...! An exciting business in the Urban Development sector based in central London are looking for an IT Support Engineer (1st-3rd Line) to join their team ASAP. They need someone who is Network, Server and Desktop support focused to help design, manage and develop new and existing IT Infrastructure. This business requires a confident and hardworking individual to work alongside the IT Manager and existing team. Combined with the project work, the role will also entail assisting users onsite. This role offers an excellent benefits package including; 25 Days Holiday + Bank Hols (increasing with each year of service), Improved Pension (5% contribution), regular company-wide social events and individual training and certification budgets for all IT staff. Please send through your CV if you have experience with the following: * Windows Server 2012/16 * Windows 10 * Office 365 * SharePoint * Active Directory * Apple Mac - desirable * Networking (LAN/WAN/Wi-Fi) * Cisco Routing and Switching (CCNA desirable) * Network Security - Firewalls This job will suit engineers who are technically strong from 1st to 3rd, who are feeling stagnant and aren't getting the most out of their capabilities. If you are looking to utilise your technical skill set to its fullest and improve upon your abilities further, this position will equip you with the skills and experience required to do so on a range of interesting projects. Microsoft, Windows Server, Office 365, AWS, Active Directory, 2nd Line, Second Line, SharePoint, Networking, Firewall, LAN, WAN, Support, Project, IT, Support, Engineer, Cisco
cloud direct
Bath, United Kingdom
We are seeking for an IT Support Engineer to be based primarily in the office with with frequent visits to customer sites; two days per week you will be onsite at a client based in Bristol. Focusing on resolving incidents and work requests within agreed SLA's, along with pro-active participation in routine support service activities such as asset, knowledge and problem management. Involvement in continual improvement initiatives and project work is also expected. Must be able to prioritise and manage own time effectively and able to work unsupervised. The candidate will also be expected to be part of the on-call rota.
Cloud Direct
We’re a bright, capable bunch focussed on helping ambitious companies move to the cloud easily and safely. We’re a Microsoft gold cloud solutions provider (CSP), driving high growth around Azure and Office 365. Fast moving and entrepreneurial, we’re recruiting ambitious people committed to excellence and personal growth along with the business. Today, there are about 200 of us across Bath, Bracknell, London and Cape Town, with more exciting growth plans in the pipeline. We help our people dig deep to make the most out of their careers with Cloud Direct - we believe "more is in you…" With great financial and lifestyle benefits, we also have a 'fun fund’ and regular sporty, foody and social occasions. We recognise that our people drive and inspire the business - two reasons why we’re Investors in People - Gold. Responsibilities
Resolve or support the resolution of complex or escalated customer technical issues;
Resolve technical issues via phone, email or Livechat where appropriate to do so while meeting SLA targets;
Provide high quality case notes and communication records with customers throughout the life of the case;
Prioritise case workload and manage working time effectively;
Follow ITIL and ISO agreed practices and processes;
Support Service Delivery with technical expertise as required;
Highlight security risks and issue trends with Team Leader;
Provide clear handover commentary and case notes for returning cases to First Response Team, third party support partners or between shifts.
Update team wikis, knowledge base articles and technical tips for internal service improvement as they are identified;
Be proactive in reporting and or suggesting service improvements via the appropriate channels (e.g. Moments of Truth);
Be personally responsible for driving customer satisfaction by always trying to think as the customer and to promote customer feedback via the NPS-T systems;
Willingly supporting other members of the team when required, including taking first response queries if no members of the first response team are available;
Additional responsibilties
Working with the Internal IT function (IIT) and be the lead technical resource for internal network and comms issues. Assisting Internal IT Access Requests within Service Now
Provide helpdesk support to staff both local & remote users
Database Maintenance
Installing, moving and setting up user’s PC workstations
Conducting routine PC maintenance
Carrying out audits of IT equipment
Configure hardware for staff
Work on IT projects as directed
To accurately record, update and document requests using the IT service desk system.
To resolve incidents and upgrade different types of software and hardware
Investigating, diagnosing and solving computer software and hardware faults
Talking to clients and computer users to determine the nature of any problems they encounter
To resolve incidents with printers, copiers and scanners
Managing stocks of equipment, consumables and other supplies.
Maintaining records of software licences
Setting up accounts for staff, ensuring that they know how to log in
Updating Asset Register as and when needed
Remove leavers from distribution emails
Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
Install, test and configure new workstations, peripheral equipment and software
Obtaining replacement or specialist components, fixtures or fittings
Solving password problems
Experience and skills required
Should have at least 2 years’ experience in a 1st/ 2nd line IT Support role
Microsoft desktop operating systems and applications
Strong Local & Wide Area networking skills including configuration of switches & routers
Extensive knowledge of the computer environment and the ability to identify, troubleshoot and resolve problems or issues to the satisfaction of the customer or end user
Mobile devices including iPhone/Android
Desirable
MCITP: Enterprise Desktop Administrator 7/8 or MCITP: Windows 7 or Windows 8, Enterprise Desktop Support Technician
What do we offer you?
Pension contribution
Health care cash plan
Life Assurance/Critical Illness/Income Protection
Birthday lunches
Fun Fund
Many more...
We are seeking for an IT Support Engineer to be based primarily in the office with with frequent visits to customer sites; two days per week you will be onsite at a client based in Bristol. Focusing on resolving incidents and work requests within agreed SLA's, along with pro-active participation in routine support service activities such as asset, knowledge and problem management. Involvement in continual improvement initiatives and project work is also expected. Must be able to prioritise and manage own time effectively and able to work unsupervised. The candidate will also be expected to be part of the on-call rota.
Cloud Direct
We’re a bright, capable bunch focussed on helping ambitious companies move to the cloud easily and safely. We’re a Microsoft gold cloud solutions provider (CSP), driving high growth around Azure and Office 365. Fast moving and entrepreneurial, we’re recruiting ambitious people committed to excellence and personal growth along with the business. Today, there are about 200 of us across Bath, Bracknell, London and Cape Town, with more exciting growth plans in the pipeline. We help our people dig deep to make the most out of their careers with Cloud Direct - we believe "more is in you…" With great financial and lifestyle benefits, we also have a 'fun fund’ and regular sporty, foody and social occasions. We recognise that our people drive and inspire the business - two reasons why we’re Investors in People - Gold. Responsibilities
Resolve or support the resolution of complex or escalated customer technical issues;
Resolve technical issues via phone, email or Livechat where appropriate to do so while meeting SLA targets;
Provide high quality case notes and communication records with customers throughout the life of the case;
Prioritise case workload and manage working time effectively;
Follow ITIL and ISO agreed practices and processes;
Support Service Delivery with technical expertise as required;
Highlight security risks and issue trends with Team Leader;
Provide clear handover commentary and case notes for returning cases to First Response Team, third party support partners or between shifts.
Update team wikis, knowledge base articles and technical tips for internal service improvement as they are identified;
Be proactive in reporting and or suggesting service improvements via the appropriate channels (e.g. Moments of Truth);
Be personally responsible for driving customer satisfaction by always trying to think as the customer and to promote customer feedback via the NPS-T systems;
Willingly supporting other members of the team when required, including taking first response queries if no members of the first response team are available;
Additional responsibilties
Working with the Internal IT function (IIT) and be the lead technical resource for internal network and comms issues. Assisting Internal IT Access Requests within Service Now
Provide helpdesk support to staff both local & remote users
Database Maintenance
Installing, moving and setting up user’s PC workstations
Conducting routine PC maintenance
Carrying out audits of IT equipment
Configure hardware for staff
Work on IT projects as directed
To accurately record, update and document requests using the IT service desk system.
To resolve incidents and upgrade different types of software and hardware
Investigating, diagnosing and solving computer software and hardware faults
Talking to clients and computer users to determine the nature of any problems they encounter
To resolve incidents with printers, copiers and scanners
Managing stocks of equipment, consumables and other supplies.
Maintaining records of software licences
Setting up accounts for staff, ensuring that they know how to log in
Updating Asset Register as and when needed
Remove leavers from distribution emails
Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
Install, test and configure new workstations, peripheral equipment and software
Obtaining replacement or specialist components, fixtures or fittings
Solving password problems
Experience and skills required
Should have at least 2 years’ experience in a 1st/ 2nd line IT Support role
Microsoft desktop operating systems and applications
Strong Local & Wide Area networking skills including configuration of switches & routers
Extensive knowledge of the computer environment and the ability to identify, troubleshoot and resolve problems or issues to the satisfaction of the customer or end user
Mobile devices including iPhone/Android
Desirable
MCITP: Enterprise Desktop Administrator 7/8 or MCITP: Windows 7 or Windows 8, Enterprise Desktop Support Technician
What do we offer you?
Pension contribution
Health care cash plan
Life Assurance/Critical Illness/Income Protection
Birthday lunches
Fun Fund
Many more...
