Desktop Technician

This is the starting salary for this role, unless the successful candidate is able to evidence being in receipt of a higher salary, in which case this may be reviewed. Previous external candidates need not apply.

About the role

The world‑famous British Library has a rare and exciting opportunity for a permanent Desktop Technician to join our existing Technology team based in Boston Spa. Do you enjoy providing first‑rate service, maintain a superb work‑life balance, and want to be part of something you can be proud of while being looked after in the public sector?

Your responsibilities will include:

• Providing Service Desk support on a rota basis, engaging with users via email, face to face and the self‑service portal.
• Providing second‑line support to users who are onsite and working remotely.
• Ensuring all new incidents and requests are managed and escalated as required.
• Investigating issues and other requests, providing second‑line desktop support and determining appropriate actions to take.
• Providing timely communication to all staff, using email and news items, for both planned maintenance and unplanned outages of systems.
• Ensuring the inventory is maintained, tagging new items and ensuring moves are recorded and updated in the system.
• Assisting users to make more effective use of desktop/laptop systems, products and services.
• Installing and commissioning desktop/laptop systems and managing routine upgrades.
• Contributing to the creation and maintenance of knowledge base articles.
• Ordering and managing smartphones – Android and iOS.
• Interpreting technical manuals and documentation and, in consultation with users, devising new or revised policy, standards and procedures for using systems, products or services.

About you

• Have the ability to work flexibly and across teams.
• Have the ability to understand end‑to‑end systems and what is needed to support them, both in the office and via remote support.
• Have a proven track record in supporting Windows 11, MS Office 365 and Microsoft Teams.
• Have a good knowledge of the primary infrastructure and the support requirements.
• Have the ability to contribute to the collection, report and disseminate of Service Team metrics.
• Possess knowledge and expertise and be willing to share these with colleagues and users.
• Use continuous improvement to identify process improvements.
• Understand and promote the use of technical standards.
• Keep and maintain accurate records, for calls, inventory, and procedures.
• Have good oral communication skills and take an analytical approach to problem solving.
• Have knowledge and experience of IT Infrastructure Library (ITIL V4) standards or similar methodologies.

If this sounds like you, we would love to hear from you!

About us

We are the national library of the UK and we are here for everyone. Our shelves hold over 170 million items – a living collection that gets bigger every day. Although our roots extend back centuries, we aim to collect everything published in the UK today, tomorrow and far into the future. Our trusted experts care for this collection and open it up for everyone to spark new discoveries, ideas and to help people do incredible things.

What we can offer you

• Access to a defined benefit Civil Service pension scheme.
• Flexible working arrangements, including flexi‑time.
• We are unable to provide sponsorship under the UK Skilled Worker visa for this role.
• Successful candidates must undergo a criminal record check (DBS check).
• Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn.
• We particularly welcome applications from Black, Asian, Mixed Race and other ethnically diverse candidates and disabled candidates. Creating an inclusive workplace is the core of our business and a way to engage the diversity of thought that is essential to achieve our aims.