IT Support Analyst

Royal Collection Trust; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking an IT Support Analyst to join their London office. In this pivotal role, you will be the first point of contact for users, providing exceptional support on both 1st and 2nd line issues. Your strong technical knowledge combined with excellent customer service skills will ensure that essential systems run smoothly. This role offers a unique opportunity to grow your expertise in a fast-paced environment while working with a dedicated team. With a focus on delivering high standards, you will play a crucial part in supporting the organisation's commercial operations and enhancing user experience.

Benefits

25 days annual leave

Flexible working arrangements

Non-contributory pension plan

Wellbeing support

Employee discounts

Free admission tickets

Qualifications

• Strong technical knowledge with good business and advisory skills.
• Experience in providing face-to-face and remote support.

Responsibilities

• Proactively monitor ticket queues and resolve issues within SLAs.
• Maintain user accounts and authentication methods across solutions.

Skills

Technical Support

Troubleshooting

Customer Service

ITIL

Azure

Hardware Setup

Communication Skills

Tools

IT Service Management (ITSM) System

Call Logging Software

Job description

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Royal Collection Trust provided pay range

This range is provided by Royal Collection Trust. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

It’s supporting the technology behind world-class operations.

It’s feeling inspired to deliver to the very highest standards. And it’s the pride in keeping essential systems running smoothly behind the scenes. This is what makes a career with Royal Collection Trust truly unique.

As an IT Support Analyst based in our London Office, you’ll be a key member of the System Infrastructure team within the Royal Collection Trust and act as the first point of contact for users across the organisation’s commercial operations.

You’ll provide both face-to-face and remote support on 1st and 2nd line issues, combining strong technical knowledge with good business and advisory skills. You’ll undertake a broad range of work in various environments, building your expertise while delivering first-class customer service.

Key Responsibilities:

• Proactively monitor ticket queues in our IT Service Management (ITSM) System and resolve issues within SLAs, providing updates to tickets and end users.
• Maintain user accounts and authentication methods across solutions, including Azure.
• Engage with processes such as onboarding, offboarding, change enablement, and asset management.
• Build and maintain hardware and integrations, including PoS terminals, PCs, printers, payment devices, and scanners.
• Assist with the operation of commercial applications, ensuring they are fully functional.
• Conduct user acceptance testing for system developments and upgrades.
• Support planning and setup for new and temporary stores across the organisation.
• Support issues at first and second levels with a strong troubleshooting background.
• Deliver excellent client service with strong communication skills.
• Possess working knowledge of commercial applications like retail or ticketing systems.
• Experience with hardware setup, peripheral devices, and call logging software/ITSMs.
• Adapt to a fast-paced environment, prioritising tasks effectively and working independently or in teams.
• Be organised, proactive, and capable of managing a varied workload efficiently.
• An ITIL qualification is beneficial, but enthusiasm and a passion for customer service are key.

What we offer:

We provide a benefits package supporting wellbeing and life priorities, including:

• 25 days annual leave, increasing to 30 days plus bank holidays based on tenure.
• Flexible and hybrid working arrangements.
• A non-contributory pension plan with 15% employer contribution.
• Additional leave options, wellbeing support, employee discounts, and free admission tickets.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Analyst and Information Technology

Industries

• Museums, Historical Sites, and Zoos

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London, England, United Kingdom 2 weeks ago