About White Cube
White Cube was set up by Jay Jopling in 1993 as a project room for contemporary art. The gallery has since grown into one of the most influential commercial galleries in the world, representing internationally renowned artists such as Georg Baselitz, Tracey Emin, Antony Gormley, Mona Hatoum, Anselm Kiefer, Liu Wei, Park Seo Bo, Doris Salcedo and Jeff Wall. White Cube’s exhibition program extends across locations in London, Hong Kong, Paris,
New York, Seoul and online.
The Role
We are seeking a confident, customer-focused Service Desk Engineer to be the first point of contact for IT support and service delivery across White Cube. This is a hands-on, people-facing role at the heart of a fast-moving creative business, supporting gallery, exhibition, sales, finance and curatorial teams across our London sites and global offices. The successful candidate will own the SysAid ticket queue, resolve as much as possible at first touch, and provide white-glove support during exhibition installs, openings and VIP events. The role is deliberately built for shift-left; we want a service desk that resolves, not one that simply routes. You will work closely with our L3 engineering team, contribute to the SysAid knowledge base, and grow your skills across our Microsoft cloud, endpoint and security stack.
Key Responsibilities
- Act as the first point of contact for all IT support requests across White Cube, by phone, in person, via Teams and through SysAid, providing a calm, professional and service-led experience to gallery and corporate staff.
- Own the SysAid ticket queue end-to-end: triage, classify, prioritise, update and close incidents and service requests in line with agreed SLAs, with clear and timely communication to users.
- Resolve issues at first touch including password and MFA resets, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) issues, Intune-managed Windows device problems, Jamf-managed Mac issues, printing, mobile devices and meeting room AV.
- Provide hands-on, white-glove support for senior stakeholders, VIPs, gallery openings, exhibition installs and global travel, keeping the user experience seamless during high-profile moments.
- Manage user lifecycle activities: joiner, mover and leaver tasks across Entra ID, Microsoft 365, Intune, JAMF, Bitwarden, SentinelOne and other business systems, in line with security and HR policy.
- Provide hardware and peripheral support for Windows laptops, MacBooks, mobile devices, monitors, headsets, AV kit and meeting-room equipment, including imaging, deployment, repair coordination and asset tracking.
- Provide expert technical support for the gallery’s site IT, including Wi-Fi, Meraki access points, network printing and meeting-room technology, performing 1st to 2nd-line diagnostics and engaging vendors or L3 engineers when needed.
- Escalate cleanly to L3 when an issue is beyond L2 scope, providing full context, reproduction steps and impact so that senior engineers can act immediately.
- Build and maintain the SysAid knowledge base. Every recurring issue should result in a clear run book so that more issues can be resolved at first touch over time.
- Champion shift-left: actively look for opportunities to move resolution closer to the user, automate repetitive requests, and reduce escalations to L3.
- Support IT onboarding inductions, security awareness reminders and end-user training on M365 and gallery-specific tooling.
Systems and Service Ownership
- This role carries named operational ownership across a defined set of White Cube platforms, a deliberate uplift from a pure L1 routing role.
- The Service Desk Engineer will be the named system admin or operational owner for the following services, working under the technical authority of the L3 Cloud Platform Engineering team:
o SysAid (ITSM platform): request workflow administration, knowledge base curation, SLA reporting and continuous improvement of the service catalogue.
o Bitwarden (password management): user and group administration, vault provisioning and audit.
o Jamf Pro (Mac management): day-to-day fleet operations, including enrolment, app deployment, configuration profiles and compliance reporting.
o Microsoft Intune (Windows endpoints): device enrolment via Autopilot, application deployment and first-line compliance triage.
o Entra ID (identity): MFA registration and reset, password operations, security and licence group membership, and user-level conditional access support.
o Microsoft 365 tenant operations: mailbox provisioning, license assignment, distribution lists, shared mailboxes, Teams and SharePoint membership.
o DNS Filter (web security): allow/block list administration and category-policy operations within agreed guardrails.
o IT Asset / CMDB Register: end-to-end ownership of the asset lifecycle, including procurement intake, assignment, return and disposal.
o Audio-visual and meeting-room estate: operational owner across White Cube’s London sites, including event-day readiness for openings and installs.o Mobile and Print Fleet: operational owner for company mobile devices, print queues and end-user printing across sites.
o The post-holder is accountable for the day-to-day health, hygiene and end-user experience
of these services, and reports system status, ticket trends and risks weekly and quarterly to the Senior IT Service Delivery Manager. Architecture, security design and platform engineering for these systems sit with the L3 Cloud Platform Engineering team.
Skills and Experience
Essential
- Demonstrable senior L2 experience in an IT service desk, help. desk or desktop support role, ideally in a fast-paced, multi-site or customer-facing business.
- Confident working knowledge of Microsoft 365 administration, including user and license management, Exchange Online, Teams, OneDrive and SharePoint at first- line level.
- Strong experience supporting Entra ID (Azure AD), including password resets, MFA, conditional access troubleshooting from a user perspective, and group and license assignment.
- Hands-on experience with Microsoft Intune, including device enrolment via Autopilot, application deployment, and compliance troubleshooting on Windows endpoints.
- Strong Windows 11 troubleshooting skills, plus technical proficiency with macOS support.
- Strong experience of device management on JAMF (or a comparable Apple device management platform)
- Awareness of endpoint security tooling such as SentinelOne, DNSFilter and password/secrets management platforms (for example, Bitwarden).
- Experience working inside an ITSM platform — SysAid, ServiceNow, Freshservice, Halo or equivalent — including ticket workflows, SLAs and knowledge management.
- Demonstrable experience operating in a ITIL 4 framework, including incident, request, problem and change, and the importance of clear ticket hygiene and SLA adherence.
- Excellent written and verbal communication, with the confidence and warmth to support senior, creative and non-technical users. Calmness under pressure during gallery openings and installs is essential.
- Strong organizational skills, the ability to juggle multiple priorities, and a service-first mindset.
- Networking fundamentals — DNS, DHCP, Wi-Fi troubleshooting, Meraki dashboard navigation.
Desirable
- Experience supporting a creative, gallery, fashion, luxury or media organisation, where service quality and discretion matter as much as the technical fix.
- Meeting room and audio-visual support experience, including video conferencing, displays, microphones and event AV.
- Exposure to Azure Virtual Desktop or other remote desktop platforms.
- Experience supporting global users across multiple time zones.
- Scripting basics (PowerShell) to automate repetitive joiner/mover/leaver tasks.
Certifications (Desirable)
- Microsoft 365 Certified: Fundamentals (MS-900).
- Microsoft Certified: Azure Fundamentals (AZ-900).
- Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) — or working
towards.
- CompTIA A+ or Network+ (or equivalent practical experience).
