Desktop Technician

We are seeking an enthusiastic and customer-focused Desktop Technician to join our Technology team at our iconic St Pancras site.

The Role

This is an excellent opportunity for an individual with a passion for technology and customer service to play a key role in supporting the library’s desktop computing environment. Working within the Digital Workspace team, you will help ensure that staff have access to reliable, effective, and secure technology services that support the library’s world-class collections, services and operations.

As a Desktop Technician, you will provide first and second-line desktop support to users across the Library, ensuring incidents and service requests are resolved efficiently and professionally.

You will be responsible for:

• Provisioning, hardware and software support to staff across the organisation.
• Diagnosing and resolving technical incidents and service requests.
• Installing, configuring, maintaining and upgrading desktop, laptop, mobile device hardware, operating systems and software.
• Creating and maintaining accurate records of incidents, requests and technical changes.
• Monitoring systems and identifying operational issues and performance trends.
• Supporting equipment moves, deployments, upgrades and technology refresh programmes.
• Assisting with imaging, software deployment, data restoration and system configuration activities.
• Producing and maintaining technical and procedural documentation.
• Supporting the testing and implementation of new technologies and services.
• Working closely with colleagues, service providers and users to continually improve service delivery.

About You

We are looking for someone who combines strong technical aptitude with excellent customer service skills.

You will be able to demonstrate:

• Experience providing IT desktop support in a professional environment.
• Excellent verbal and written communication skills.
• The ability to communicate effectively with users of all technical abilities.
• Strong organisational skills and the ability to prioritise competing workloads.
• A logical and analytical approach to problem-solving.
• Experience logging, managing and resolving incidents through a service management process.
• Knowledge of desktop operating systems, hardware, software deployment and end-user computing technologies.
• A commitment to delivering high-quality customer service.
• A willingness to learn new technologies and develop technical skills.