It Service Desk Agent

Do you have experience in IT support or customer service? Are you organised, with good administration skills? Are you looking for a busy and varied role in a multi-sited, supportive and exciting environment? We are looking for an IT Service Desk Agent to act as the first point of contact for day‑to‑day IT support making sure colleagues across the RSC can work effectively, confidently and with minimal disruption.

Working in a busy, multi‑sited and complex environment you will coordinate incoming service requests, support starters and leavers, manage equipment allocation and keep accurate records and stock information. This role is suitable for someone with relevant experience in either IT support or in another area where customer service and service management is critical; it could also work for college/university leavers with good administrative and organisational skills and an interest in IT. As technology evolves so quickly, we are looking for people with a flexible and adaptable approach, as well as an aptitude to learn and develop.

Reporting to the IT Services and Support Manager key areas of responsibility include:

• Providing first-line support to colleagues in person, at the IT Hub and across RSC sites and through the IT Service Desk
• Delivering support in a helpful, calm and professional way
• Resolving requests and routing more complex issues to the appropriate specialist
• Maintaining an organised, tidy and welcoming IT Hub and working environment
• Monitoring stock levels and helping to manage supplies of IT kit
• Routine technical support to include password resets and installing approved software and assisting with device set up and user support.

To be suitable for this role, it is essential that you have:

• Strong communication and customer service skills with the ability to explain technical issues in plain language
• Working knowledge of Windows 11 and Microsoft 365
• Persistence and sound judgement to follow issues through to resolution or to elevate them appropriately
• Confident working with a wide range of colleagues based at various sites across the organisation.
• A reliable, proactive approach, with the confidence to manage routine tasks independently.

This is a full‑time, permanent position based on‑site in Stratford‑upon‑Avon. You will be working 35 hours per week, Monday to Friday. The RSC has a huge range of activities to support work on‑stage and off‑stage, all of which use IT, which makes it a varied place to work and be exposed to a range of technology in an exciting and unique environment. You will be assisting colleagues across the whole of the RSC, including those who are remote or working internationally, those on any of our sites across Stratford‑upon‑Avon and our London office. A typical day might be fixing IT issues, moving tickets along the Helpdesk swiftly, helping to set up video links and presentations, or routine maintenance and replacement of computers. One thing is for sure, no two days will ever be the same!

We are committed to building a diverse workforce and welcome applications from all individuals.