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IT Senior Desktop Support
Location: London, SE1
Work Arrangement: On-premises
An outstanding opportunity has arisen to join a prestigious national institution renowned for its cultural impact and historical significance.
This forward-thinking organisation offers a purpose-driven environment where your advanced IT expertise will directly support the systems that preserve and share powerful historical narratives. With major investments in digital infrastructure and cloud-based technology, they’re now seeking a seasoned IT professional with solid third-line desktop support experience to join a close-knit technical team.
IT Senior Desktop Support Key Skills:
We are keen to connect with professionals who take pride in delivering high-quality, customer-focused IT support. This includes Desktop Support Engineers, IT Support Analysts, Service Desk Engineers, End-User Support Specialists, and IT Technicians who have experience providing exceptional 2nd and 3rd level support service in user-facing environments.
You should also bring:
- 4+ years of experience in 2nd and 3rd line desktop support, with demonstrable third-line expertise.
- Strong problem-solving skills and the ability to manage complex support cases to resolution.
- Experience supporting Microsoft Windows in a networked environment.
- Familiarity with Active Directory, Azure AD, Intune, and hybrid infrastructure.
- Excellent communication skills and a professional, approachable demeanour.
- Experience using helpdesk/ticketing platforms (Ivanti experience is a plus).
- Ability to work across platforms including Windows desktops, laptops, and occasionally Mac.
All applicants must have the right to work in the UK and possess fluent English communication skills.
About the IT Senior Desktop Support position:
As a key member of the IT and AV Services team, you'll take ownership of escalated support issues and play a critical role in maintaining IT systems across multiple UK sites. This is a customer-facing, first, second and third-line support role ideal for someone who enjoys problem-solving, thrives in technically varied environments, and understands the value of delivering exceptional service.
You’ll provide expert desktop and infrastructure support, bridging on-premises systems and Azure cloud services, and be entrusted with managing complex incidents, mentoring users, and enhancing service delivery with new technologies.
Responsibilities include:
- Troubleshooting and resolving first, second and third-line desktop and infrastructure issues.
- Acting as Problem Manager for high-priority or technically complex support cases.
- Providing expert-level support across Windows-based systems, AD, and Intune.
- Responding to user issues via phone, email, and chat; ensure accurate ticket logging.
- Supporting hybrid environments, including Azure cloud and on-premises infrastructure.
- Delivering user training and promote best practices.
- Introducing new technologies, including AI chatbots.
- Contributing to documentation, patching, monitoring, and service enhancements.
- Deputising for the IT and AV Service Desktop Team Leader as needed.
This role promises a stimulating environment with varied and challenging responsibilities that directly support the organisation's mission to educate and inform the public about significant historical events.
Salary and Benefits:
Salary: To £40,000
Work Arrangement: On-premises
Benefits Include:
- 25 days annual leave (increasing to 30 after 5 years) plus public holidays.
- Exceptional pension contributions between 16.7%-24.3% through the Civil Service Pension Scheme.
- Interest-free season ticket loans after three months of service.
- Free entry to partner museum exhibitions.
- Continuous professional development opportunities.
- Enhanced maternity and paternity benefits linked to length of service.
- Childcare vouchers.
- Benenden Healthcare Society membership (subject to terms & conditions).
- Access to The Charity for Civil Servants.
- Ride 2 Work Scheme.
For more information on this IT Senior Desktop Support position, please contact us to discuss.
Our client welcomes everyone. They celebrate differences and encourage everyone to join and be themselves at work.
