I'll paste the text in case they take the page down. As they had commented out the link to that page on their vacancies page.
IT Support Assistant
Purpose
The National Portrait Gallery attracts over 2 million visits a year and is among London’s most popular attractions, it reaches and engages these, and further UK and global audiences, with its extensive display, exhibition, research, learning, outreach, publishing, digital and national programmes.
The IT Support Assistant works as part of a team of five IT professionals who provide IT support for the Gallery IT systems. The IT Support Assistant works on the IT Service Desk providing first and second line support to Gallery users. The post holder manages and takes ownership of IT calls using the ‘TrackIT’ IT service desk database and responds to users IT requests in a timely and professional manner while remaining proactive, friendly and helpful. He or she will work closely with the Head of Information Technology.
Main Duties
To act as first and second line support for the IT needs of around 200 office, retail and ticketing staff. The current IT systems include, but are not limited to, VMWare, Active Directory, Windows 7, Microsoft Office 2007, Mitel IP Telephony and Apple Mac OS, Mobile devices both Microsoft, Android and Apple.
To log, respond to, and take ownership of IT service desk calls as allocated, including prioritising calls in accordance with Gallery business requirements.
To support a number of SQL based business systems including: Microsoft Retail Management System, PS Financials, PS2000 payroll and the Raisers Edge membership database system.
To develop and maintain user-friendly and focused documentation for all applications software and developing ideas for sharing and communicating good IT practice and solutions with staff.
Adhering to IT Security and Data Access policies at all times.
To use TrackIT Service Desk application to log and manage and calls, including allocating to other IT team members, and to ensure these calls are seen through to resolution, maintaining internal SLAs.
To provide some basic training in Gallery IT systems to new employees or when new systems are introduced.
Maintain and carry out standard Gallery PC builds whilst maintaining on-going documentation including maintenance of the IT asset register.
Mange IT assets according to IT & Security policies and maintain the IT asset register and to assist in the appropriate disposal of IT equipment according to IT policies.
Assist in the management of IT contractors by accompanying them around site and explaining requirements (including evacuation and basic Gallery rules).
Occasionally IT work has to be carried out in unsocial hours. The post holder may be required to assist and to adjust their working hours accordingly.
The IT team operate an out of hours call – out rota and the post holder will be part of this planned rota.
This is a small team and it is expected that team members will help each other out in occasional busy periods.
This is not, however, an exhaustive list of duties and the Gallery’s management may, at any time, allocate other tasks that are of a similar nature or level.
