IT Support Analyst

The Royal Household; Greater London, City of Edinburgh; Hybrid; GBP 18.000 - 28.000; Vollzeit

Benefits dieser Stelle

25 days annual leave

Non-contributory pension plan (15%)

Hybrid working available

Parental pay and leave options

Volunteering days

Royal Collection Trust shops discount

Complimentary admission tickets

Complimentary lunch on-site

Zusammenfassung

The Royal Household is seeking an IT Support Analyst to join the technology team. You will provide first-line and second-line support, assist users, and help maintain core IT infrastructure. The role offers training, growth opportunities and a path into more advanced tech specialties.

Flexible home-working is available after probation, with a 37.5-hour week and weekend on-call duties. You'll begin by learning across hardware, software and services while delivering high-quality user support and

Qualifikationen

• Basic understanding of Microsoft tools and computer terminology
• Willingness to learn and develop IT skills
• Strong customer-focused mindset and communication skills

Aufgaben

• Respond to user queries, assess issues, research solutions, and resolve problems with high levels of customer support
• Help reduce repeat IT incidents by sharing insights and offering basic user training
• Log and maintain accurate records of support tickets and identify recurring trends
• Triage and diagnose complex issues, collaborating with colleagues as needed
• Install, configure, and maintain systems, applications, and peripherals for users

Kenntnisse

Basic IT knowledge

Customer service mindset

Jobbeschreibung

37.5 hours a week (Mon - Fri 08:00 - 18:00, with some weekend on-call 09:00 - 15:00)

About the role

Start your tech career with purpose, impact, and opportunity.

If have a passion for technology and a desire to learn by doing, this is your chance to join a team where tradition meets innovation. At the Royal Household, you'll gain practical exposure from day one - solving real problems in an accelerated learning environment, supporting users, and contributing to a purpose that matters.

This role offers more than the typical entry-level position. You’ll operate as first-line (telephone) and second-line support (deskside support), and access control analyst - developing broad practical expertise across hardware, software, and core IT infrastructure.

You won't just troubleshoot - you'll learn, grow, and become a trusted problem-solver from the outset, taking on increasingly advanced tasks as your confidence and capability build.

Day-to-day you will

• Respond to user queries, assess issues, research solutions, and resolve problems - delivering high levels of customer support and reacting swiftly to minimise disruption.
• Help reduce repeat IT incidents by sharing useful insights and offering basic user training.
• Log and maintain accurate records of support tickets, identifying and flagging recurring trends to inform future improvements.
• Triage and diagnose complex issues, collaborating with colleagues to expand when needed, while keeping users informed throughout.
• Install, configure, and maintain systems, applications, and peripheral devices to ensure users have the tools they need to succeed.

Every day will be different, and you'll be trusted to manage your own workload, working collaboratively with colleagues to ensure the user experience remains central to your approach.

Your development journey

Starting as an IT Support Analyst with us isn't just a job, it's the beginning of a rewarding journey in tech. You'll build a strong and broad foundation in IT support, and from there, the possibilities are endless. Many of our former Analysts have progressed into roles such as cyber security engineers, network specialists, software developers, and IT team leaders. We're proud to offer a role that opens doors to exciting specialisms and long-term career growth.

About you

We're looking for someone who has a basic understanding of Microsoft tools and computer terminology, a genuine interest in technology, and a willingness to learn. We'll provide the training and support you need to thrive - what matters most is your mindset

We're looking for people who:

• Put the customer experience first and communicate with clarity and confidence.
• Approach problems with curiosity, resilience, and a proactive attitude.
• Thrive in a collaborative team environment but are equally comfortable taking initiative.
• Learn quickly and are motivated to take on new and increasingly complex challenges.
• Stay calm, organised, and adaptable in a fast-paced setting.
• Pay close attention to detail and take pride in delivering high-quality work.

If you don't yet hold an IT qualification, that's fine – once you've settled into the role and grasped the basics, you'll have the opportunity to pursue formal training. We will equip you with the essential skills and knowledge to succeed in your role and build a rewarding career in tech.

Practical

Your primary place of work will be the Palace of Holyrood House with occasional travel throughout the UK. Flexible home-working arrangements are available once you have completed your probationary period.

Support hours run from 08:00 - 18:00 (Monday to Friday) and 09:00-15:00 (weekends). A rota system is in place for early/late shifts during the week and a separate rota for weekend working (you will be required to work 1 out 8 weekends).

We know that to deliver our best work; we need to feel at our best. That's why at the Royal Household we offer a generous benefits package designed to support your wellbeing and life priorities.

• Enjoy 25 days annual leave, rising to 30 days (plus bank holidays) dependent on the length of time you have worked for us.
• Our excellent non-contributory pension plan (we'll contribute 15% and you can contribute more if you wish)is highly valued by our employees, as is complimentary lunch on-site to keep you fuelled throughout the day.
• Hybrid working is available and we'll discuss the options available to you that will suit both your job requirements and individual preferences.
• We also offer a range of leave options to support your life priorities, such as parental pay and leave and volunteering days, as well as benefits to support your physical and mental wellbeing.
• Other perks include 20% off at our Royal Collection Trust Shops and complimentary admission tickets across all our locations, along with many more exclusive employee discounts.
• Find out more about the full range of benefits available to our employees here.