To provide reliable and professional first and second-line IT support across the QEII Centre's technology estate, ensuring business systems, end-user devices and Microsoft 365 services remain secure, available and effective. The postholder acts as a technical escalation point for more complex support issues and contributes to the maintenance, improvement and resilience of the Centre's IT infrastructure, applications and services.
The role supports the delivery of the IT function and works under the direction of the IT Manager and Head of IT. It does not assume responsibility for strategic planning, budget ownership, supplier contract management or overall IT governance.
Key Tasks
User Support & Service Delivery
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Provide first and second-line support for incidents and service requests logged through the Centre's IT support system, ensuring timely investigation and resolution.
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Act as an escalation point for more complex technical issues that cannot be resolved through first-line support.
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Support employees, contractors and event delivery teams with IT-related requirements in a professional, customer-focused and solution-oriented manner.
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Prioritise workloads effectively to support agreed service levels and maintain clear communication with users throughout the support process.
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Microsoft 365 & Identity Administration
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Administer Microsoft 365 services including Exchange Online, Teams, SharePoint and OneDrive in accordance with organisational policies and procedures.
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Manage user accounts, permissions, security groups and licence allocations within Microsoft Entra ID.
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Support joiners, movers and leavers processes, ensuring system access is granted, amended and removed accurately and securely.
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Assist with Intune-managed devices, endpoint configuration, compliance monitoring and device lifecycle management activities.
Infrastructure & Endpoint Support
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Support and maintain laptops, desktop devices, mobile technology, printers, meeting room technology and other end-user equipment.
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Assist in troubleshooting wired and wireless networking issues, internet connectivity, telephony systems and associated infrastructure.
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Undertake routine device maintenance, software deployment, patching and update activities to maintain system performance and security.
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Maintain accurate records of IT assets, configurations, technical procedures and support documentation.
Business Systems, Cyber Security & Compliance
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Support the implementation of agreed cyber security controls and IT policies to maintain the confidentiality, integrity and availability of information systems.
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Assist with monitoring device compliance, security alerts and access controls, escalating risks, vulnerabilities or security concerns where appropriate.
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Support business continuity and disaster recovery preparations through testing, documentation and maintenance activities.
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Ensure IT activities comply with organisational policies, information governance requirements and relevant legislation.
Projects, Suppliers & Continuous Improvement
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Contribute to IT projects, including Microsoft 365 enhancements, device refresh programmes, system upgrades and infrastructure improvements.
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Liaise with external suppliers, service providers and support partners to progress incidents, maintenance activities and service requests.
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Identify opportunities for service improvement and contribute to the development of processes, technical documentation and user guidance materials.
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Maintain professional knowledge of Microsoft technologies, endpoint management, networking fundamentals, cyber security principles and IT service management good practice.
Budget Responsibility
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No direct budget responsibility.
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Support the IT Manager by identifying replacement, upgrade or improvement requirements and providing technical input into purchasing decisions.
Decision-Making Authority
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Authority to resolve routine and escalated technical support issues within approved procedures and support processes.
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Authority to implement approved configuration changes, user access amendments and device deployments within delegated permissions.
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Responsibility to identify, escalate and provide recommendations regarding service risks, cyber security concerns, infrastructure issues and business continuity impacts.
Additional information
This is a primarily site-based role due to the requirements of a live events venue. Flexible working requests will be considered in line with QEP policies and flexible working rights and rules for employees and employers in the UK.
The above is not exhaustive and other duties not outlined may form part of the employees job description.
