15 May

Service Desk Officer Jobs Vacancy at Southbank Centre London

Position
Service Desk Officer
Company
Southbank Centre
Location
London ENG
Opening
15 May, 2018 11 days ago

Southbank Centre London urgently required following position for Service Desk Officer. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.

Follow the online directions, complete all the necessary fields, and provide all relevant information so your application is submitted correctly. When you click the 'Apply this Job' button (open in new window) you will be taken to the online application form. Here you will be asked to provide personal and contact details, respond to employment-related questions, and show how you meet the key selection criteria.

Service Desk Officer Jobs Vacancy at Southbank Centre London Jobs Details:

Southbank Centre is a place that stimulates, inspires, educates and amazes with a dynamic year-round artistic programme and an inclusive ethos. The UK’s largest arts centre and one of the UK’s top 10 visitor destinations, Southbank Centre presents a broad programme covering classical and contemporary music, art, performance, dance, literature, festivals and talks. It reaches 6.25 million people a year, and presents over 5,000 events featuring world-class artists from across the globe. Southbank Centre sits in London’s most vibrant cultural quarter on the southern bank of the Thames.


The site is home to the much loved Royal Festival Hall, Queen Elizabeth Hall, Purcell Room, Hayward Gallery, National Poetry Library, and Arts Council Collection of visual art, as well as all the indoor and outdoor performance, cafe and retail spaces in between.

We’re looking for an experienced IS Service Desk Officer to provide exemplary customer service to all users of our IS Service Desk, to support and facilitate our (ICT) infrastructure and work with the rest of the IS service desk team to provide a first-class 1st and 2nd line support to the organisation.

Responding to and resolving queries in accordance with KPI’s and SLA’s, IS Service Desk Officers are always ready to propose solutions and innovations to improve business efficiencies for the organisation and the team; and give staff the tools and skills they need to be digitally self sufficient and confident in using information systems. You will also be the IT point of contact for external events and internal installations.

With demonstrable experience of providing 1st and 2nd line technical support, exceptional interpersonal skills and knowledge of PCI DSS and ITIL; the ideal candidate will be a motivated self-starter with excellent customer facing skills. A logical mind with outstanding problem solving skills with a natural ability to quickly grasp the crux of an issue paired with a flexible and helpful attitude when responding to internal and external customer needs are essential for the role.

As a full-time IS Service Desk Officer your hours of work will be rostered flexibly between 8.30am and 8pm (and occasionally outside of this) over 7 days to meet the needs of the programme. The hours of work are 160 hours over a 4-week roster period.

We present work for everyone and we welcome applications from everyone. We particularly welcome applications from people from a BAME background or those who are Deaf or disabled as they are currently under-represented in our workforce. If you wish to discuss reasonable adjustments for this role please indicate this on your application form and we will be in touch with you.

By attracting people to work for us from a broad range of backgrounds with diverse attitudes, opinions and beliefs we can continue to look at the world with fresh eyes and find new ways of doing things. We offer a stimulating and professional environment in which to work - and the pace and scale can be breathtaking. This is a remarkable place to work and our people require the ability to work in The Southbank Centre Way - to think, act and learn with speed and agility.

Contract: Full time, permanent.

Hours: 160 hours over a 4-week roster period.

Closing date for applications: TBC

Interviews: TBC

We reserve the right to close the advert early if enough applications are received.


Southbank Centre

Southbank Centre is a world-famous, multi-venue arts centre in London, with a dynamic year-round artistic programme and an inclusive ethos. The UK’s largest arts centre, Southbank Centre was founded with the Festival of Britain in 1951. It’s a place where people experience world-class art, music and culture that stimulates, inspires, educates and amazes. Our festival programme encompasses classical and contemporary music, art, theatre literature, dance and debate. It reaches 6.25 million people a year, and encompasses over 5,000 events featuring world-class artists from across the globe. Southbank Centre sits in London’s most vibrant cultural quarter (and Europe’s largest arts campus) on the southern bank of the Thames.


The site is home to the much loved Royal Festival Hall, Queen Elizabeth Hall, Purcell Room, Hayward Gallery, National Poetry Library, and Arts Council Collection of visual art, as well as all the indoor and outdoor performance, cafe and retail spaces in between. The Royal Festival Hall is a 2,900 seat venue and is home to 4 resident orchestras. It hosts contemporary music events as well as dance, performance and talks. The Hayward Gallery is one of the world’s leading contemporary art galleries and has played a crucial role in presenting work by some of the world’s most significant artists. Southbank Centre is proud to be the UK’s only permanent festival site.

Our festivals are based on a range of themes and subjects and celebrate the diverse experiences of people and cultures. We present as many free activities as possible alongside our ticketed events, and provide a unique educational offer to thousands of schools, young people and adults to immerse themselves in imaginative creative learning programmes all year round.

Our Values

  • Culturally active - We believe in the power of art, ideas and creativity to inspire, educate and effect change. We’re not afraid to look at the world with fresh eyes, give people a voice and find new ways of doing things.
  • Creatively challenging - We bring rigour and passion to our quest for outstanding artists, ideas and experiences.
  • Playful - We believe in being bold, unexpected and fun.
  • Entrepreneurial - We believe that commercial entrepreneurship can live happily beside the demanding requirements of art making to the profit of both.
  • Celebratory - We celebrate humanity in a way that is both delightful and profound through harnessing the power of learning and a sense of shared congregation.

Job Objectives


  • To operate the IT Service Desk and ensure all users of IS Services who are unable to work because of problems relating to the IS environment are compromised for as short a time as possible

  • To provide exemplary customer service to all users of the IS Service Desk

  • To maintain the Service Desk knowledge base and up to date documentation

  • To support and facilitate the service transition from projects to operational services

Main Responsibilities


Service Support

  • Respond to requests for information from users of IS Services efficiently and in a timely manner

  • Respond to incidents reported by users of IS Services. Log and manage any incidents reported on the IT Service Desk system and according to the agreed Service Level Agreement (SLA).

  • Help users to become productive again as quickly as possible. If an incident cannot be resolved within the agreed SLA either provide an approved workaround or ensure that it is escalated to the appropriate internal or externally contracted support staff/suppliers. Liaise with suppliers as required to resolve an incident

  • Test and install any fixes supplied by internal staff or external suppliers and approved by an appropriate IS Manager

  • Keep users informed of the progress of their call and on resolution of an incident, confirm resolution with the user and if they agree, close the incident.

  • Assist in making changes to the IST Service infrastructure when required

  • Assist in monitoring trends in incidents reported and notify the IS Service Desk Manager of any adverse trends detected for further investigation

  • Maintain and update a ‘knowledge base’ of solutions and workarounds to common problems.

  • If an IT security incident is identified or diagnosed, immediately notify Line Manager or if unavailable the most senior IS Manager as available and initiate the security incident contingency plan

  • To maintain and update all documentation relating to the effective operation of the IS department

  • Report potential user training needs to IS Service Desk Manager (ie where repeated requests for software assistance have been reported). Where qualified to do so and with the approval of the IS Service Desk Manager, provide basic user training for specific IS Services especially where this aids the resolution of an incident or prevents a future incident occurring.

  • Escalate calls to the Senior Service Desk Officer as appropriate.

ICT infrastructure administration

  • Assist with the maintenance, support, administration, configuration and operation of the ICT infrastructure as requested or approved by the IS Service Desk Manager, including but not limited to LAN, WAN, WLAN PBX, cabling/patching, network, messaging, file, print, storage and back-up services

  • Help maintain the asset register of SC’s IT equipment and licenses throughout their life-cycle from acquisition to disposal and according to current legislation and SC

  • Be the first point of contact for SC’s photocopiers, printers, telephones, mobile devices and, where appropriate, to liaise with contracted third parties to ensure successful resolution of any reported requests or incidents.

  • Co-ordinate the provision of new assets/services approved by IS Service Desk Manager.

  • Maintain up to date registers of 3rd party contracted assets/services

  • Purchase, install, test, upgrade and deploy hardware and software as requested or approved by the IS Service Desk Manager

  • Manage SC’s tape backup systems, backup jobs and start/end-of-day procedures. Co-ordinate with 3rd party suppliers to ensure the secure off-site storage of backup media and recall and restoration of data as required

Event Support

  • Provide support for events held at/by SC as requested or agreed by IS Service Desk Manager

Information Systems and Project support

  • Assist with the maintenance, support, administration and upgrading of all existing IT business systems as requested and approved by the IS Service Desk Manager

  • Support the implementation of new business systems/processes as requested or approved by the IS Service Desk Manager

Governance, risk and compliance

  • If a risk to the IS infrastructure or services is identified log the risk and escalate to the appropriate IS Manager

  • If a quality issue is identified, especially during discussions with a customer, log it and escalate to the appropriate IS Manager. Assist in the identification and evaluation of quality issues when required.

Manage IST stakeholders

  • Ensure excellent customer service is provided to all users, suppliers and any other stakeholders that use the IS Service Desk.

General

  • Perform any other duties relating to, and necessary for the efficient running of the Department and as may be required from time to time by the IS Service Desk Manager

  • Provide ad hoc out of hours support in response to business requirements

Person Specification


We are looking for someone who:

  • Has excellent organisational skills with the ability to work calmly under pressure, multitask and prioritise.

  • Has excellent interpersonal skills and the ability to work both independently and as part of a team

  • Has a flexible and helpful attitude. In particular, the ability to empathise with IS Service Desk customers and respond sensitively to their problems, requests and complaints.

  • Has excellent written and verbal communication skills including the ability to explain technical information clearly

  • Has excellent analytical and troubleshooting skills

  • Has experience of working in a high pressure IS Service Desk environment delivering excellent customer service

  • 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 particular job.

Desirable skills and experience

Technical and business competencies required.

  • Excellent IT skills including a thorough knowledge of current desktop (Windows) operating systems and office (MS Office) productivity tools.

  • Experience of troubleshooting desktop, laptop, MAC and printer issues.

  • Experience of network/server administration highly preferable

  • A good understanding of the technical (ICT) infrastructure at SC including, but not limited to LAN, WLAN, server, back-up, anti-virus, email, printer, voice and technologies

  • Preferably hold or be working towards MS MCDST or MS MCITP certification or demonstrable equivalent experience

  • Hold the CompTIA+ qualification. CompTIA Network and Server+ qualification highly desirable

  • Preferably hold or be working towards ITIL v3 Foundation level.


The Southbank Centre Way

The Southbank Centre Way is a framework that sets out how we want our people to work together, enjoying what we do. It describes the qualities that drive our ability to inspire, provoke and transform lives and illustrates behaviours that make Southbank Centre a warm and welcoming destination in which to work, perform or visit. The language that forms the Southbank Centre Way comes from the people who work here. We have captured their words to help everyone we work with understand us. We believe it is vital for our staff to display these qualities and behaviours for us to be the world class organisation we aspire to be and we will be looking for these attributes as part of our selection process for this role.


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