IT Helpdesk Officer in London

Closing date: 2nd September 2024

Salary: £29,852 - £31,500 per annum

We are currently looking for an IT Helpdesk Officers to join our IT department on a full time permanent basis.

The Southbank Centre is Europe’s largest arts centre and one of the UK’s top five visitor attractions, occupying an 11-acre site that sits in the midst of London’s most vibrant cultural quarter on the South Bank of the Thames.

The Helpdesk is an essential part of the Infrastructure & Operations team currently embarking on a programme of upgrades that will provide opportunities to be involved in the implementation and ongoing support. The successful candidate will join a small but essential team that provides support to the Southbank centre IT Users covering all areas of IT.

Key responsibilities

The successful candidate will work across a variety of responsibilities which includes but are not limited to:

• Log and respond to incidents and requests from IT service users efficiently and in a timely manner.
• Keep IT service users informed of the progress of their call and on resolution, confirm resolution with the user, and if they agree, close the incident.
• Report potential user training needs to the IT line manager where repeated requests for software assistance have been requested. Where qualified and approved, provide basic user training for specific IT services, especially where this aids the resolution of an incident or prevents a future incident from occurring.
• Assist in monitoring trends in incidents and requests reported and notify the IT Infrastructure Lead of any adverse trends detected for further investigation.

Knowledge, skills and experience

• Able to demonstrate effective organisational skills with the ability to work calmly under pressure, multitask and prioritise.
• Able to effectively work both independently and as part of a team.
• Flexible and helpful attitude. In particular, the ability to empathise with IT Helpdesk customers and respond sensitively to their problems, requests, and complaints.
• Able to demonstrate effective written and verbal communication skills, including the ability to explain technical information clearly.
• Able to demonstrate an analytical approach to work and troubleshooting skills.
• Experience working in an IT Helpdesk environment delivering excellent customer service.
• Good IT skills, including knowledge of current desktop operating systems and Microsoft / Google productivity tools.
• Experience in troubleshooting desktop, laptop, MAC, and printer issues.
• A good understanding of technical (IT) infrastructure.
• Is able to demonstrate an understanding of and commitment to the role that diversity and inclusion play in the activities of the Southbank Centre as a whole and in the work of this job.

Please review the job description for the full list of role responsibilities and person specification.

We welcome applications from people from a Black, Asian or Ethnically Diverse background or those who are D/deaf or disabled. If you wish to discuss reasonable adjustments such as a BSL interpreter for your interview please indicate this on your application form. Interviews will take place at The Southbank Centre. If you would like to speak to someone about any adjustments or concerns you can also email and we will be in touch with you to make the necessary arrangements.

If you feel you have just some of the required skills and experience but meet the person specification, we would still encourage you to apply; we are very open to continuing the training and development of individuals who are self motivated to acquire new skills and knowledge relevant to the role.

Please state in your application that you found this role through Creative Access.