IT Helpdesk Analyst

Birmingham Hippodrome
12 Oct 2018
18 Oct 2018
Contract Type
Full Time
A great theatre needs great people. We can only thrive by having the right team on board in a fast-paced, constantly changing, creative workplace. About Us Presenting the best in musical theatre, ballet and opera, dance, drama, comedy and pantomime, we work successfully with some of the world’s biggest international producers. With our resident partners Birmingham Royal Ballet and DanceXchange; with collaborators such as Welsh National Opera and Sadler’s Wells; and with names like Cameron Mackintosh, the Royal Shakespeare Company, Qdos Pantomimes, and the National Theatre dull moments don’t get a look in. Average annual paid attendance of over half a million theatre-goers underlines our claim to be the UK’s busiest and most popular single theatre. We are managed by a voluntary board of Trustees as an independent charity with no revenue subsidy from the public purse. In our main auditorium or Patrick Studio, in our conference spaces or restaurant, and in schools and communities, we make sure that everyone is welcome, we settle for nothing but the best and we bring flair to everything we do. About The Role You will provide front-line primary technical support to end users covering various technical issues and problems relating to hardware, software and peripherals. Operating via the phone, face-to-face, in writing or through delivering training you will resolve customer support requests within agreed timescales. Your remit will cover multiple platforms including desktops, laptops, mobile devices plus printer maintenance too. You will manage and log incidents and service requests on our system ensuring SLA targets are achieved and reported, and customer satisfaction levels are met. You will also perform root cause analysis, develop and document checklists for user problems and recommend procedures and controls for problem prevention. You will maintain databases and participate in User Groups too. You will have knowledge of ITIL and worked within IT systems administration. This will have given you experience of using a ticket management service desk system and a strong understanding of Windows OS and MS Office suites. Comfortable delivering against KPI’s, you will have an understanding of PC hardware set up and configuration as well as the ability to produce good and accurate documentation. ITIL qualifications and/or experience of JIRA Service Desk software would be desirable. Your technical expertise will be complemented excellent communication, problem solving and interpersonal skills as well as the desire to work in an environment where doing and working together is the norm. To enjoy a new stage for your skills please visit our website via the link and apply online. Close date: 28/10/2018 At Birmingham Hippodrome we are committed to providing equal opportunities for everyone.