Service Operations Support Analyst

Description:

As a Service Operations Support Analyst, you’ll play a key role in keeping the Museum’s digital environment running smoothly. Sitting within a close-knit and dynamic Information Systems team, you’ll provide first- and second-line support to colleagues across the entire organisation.

This is a uniquely varied role in a very social and collaborative department, offering the opportunity to work with over 250 different software applications while engaging with teams across every part of the Museum. From galleries to offices, you’ll gain an in-depth understanding of both the people and the spaces that make the Museum work.

About you

You’re someone who thrives in a fast-paced, service-focused environment and enjoys solving problems. You bring strong communication skills and a calm, adaptable approach, especially when working under pressure or managing competing priorities.

You don’t need to come from a traditional IT background - we welcome applicants from all professional paths. What matters most is your attitude: you’re proactive, eager to learn, and motivated to build your technical skills on the job. Above all, you take pride in delivering a great service and building positive relationships with colleagues at all levels.

Key areas of responsibility

• Provide first- and second-line technical support, diagnosing and resolving user issues across a wide range of systems and applications
• Manage and respond to service requests via the Helpdesk, including hardware, software, and access requirements
• Deliver excellent customer service through multiple channels (face-to-face, phone, email, and remote support)
• Maintain accurate records of assets, licences, and support activity, ensuring compliance with agreed standards
• Collaborate with colleagues across IS and the wider Museum to support projects and continuous service improvements