Information Technology Support Analyst

The British Museum is seeking a Service Operations Support Analyst to ensure the smooth operation of its digital environment. The role involves providing first- and second-line technical support to colleagues, managing service requests, and collaborating with teams across the Museum to enhance service delivery.

Responsibilities

• 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

Skills

• 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
• Strong communication skills and a calm, adaptable approach, especially when working under pressure or managing competing priorities
• Proactive, eager to learn, and motivated to build technical skills on the job
• Ability to thrive in a fast-paced, service-focused environment

Benefits

• Free exhibition entry for you and guests, exclusive private views, ICOM and reciprocal museum access.
• Civil Service Pension Scheme with a secure, inflation‑linked defined benefit.
• 25 days’ annual leave plus bank holidays and 2.5 privilege days (and +5 days after 10 years).
• Discounts at onsite catering, Museum shops and local Bloomsbury partners.
• Learning and development through courses, mentoring and Athena as well as support for professional qualifications.
• Eyecare vouchers for VDU tests and contributions toward glasses.
• Enhanced parental leave including maternity, paternity, adoption and shared parental leave.
• Interest‑free loans including season ticket, rental deposit and bicycle loans.

Company Overview