Service Operations Support Analyst - London

As a Service Operations Support Analyst, you'll play a key role in keeping the Museums digital environment running smoothly. Sitting within a close-knit and dynamic Information Systems team, you'll provide first- and second-line support to colleagues across the entire organisation. This is a uniquely varied role in a very social and collaborative department, offering the opportunity to work with over 250 different software applications while engaging with teams across every part of the Museum. From galleries to offices, you'll gain an in-depth understanding of both the people and the spaces that make the Museum work.

You’re someone who thrives in a fast-paced, service-focused environment and enjoys solving problems. You bring strong communication skills and a calm, adaptable approach, especially when working under pressure or managing competing priorities. You don't need to come from a traditional IT background - we welcome applicants from all professional paths. What matters most is your attitude: you're proactive, eager to learn, and motivated to build your technical skills on the job. You enjoy working as part of a team but are equally comfortable taking initiative independently. Above all, you take pride in delivering a great service and building positive relationships with colleagues at all levels.

Key areas of responsibility

• Provide first- and second-line technical support, diagnosing and resolving user issues across a wide range of systems and applications.
• Manage and respond to service requests via the Helpdesk, including hardware, software, and access requirements.
• Deliver excellent customer service through multiple channels (face-to-face, phone, email, and remote support).
• Maintain accurate records of assets, licences, and support activity, ensuring compliance with agreed standards.
• Collaborate with colleagues across IS and the wider Museum to support projects and continuous service improvements.

The British Museum is undertaking its biggest transformation since its founding nearly 300 years ago. This physical and intellectual transformation includes large scale building and gallery transformation, new ways of connecting with audiences and different ways of working. As we look towards this exciting future, we remain guided by the words of our founder Hans Sloane - who dreamed of a museum connecting all arts and sciences, which would be accessible to everyone, everywhere.

At the British Museum, we believe our people are at the heart of everything we do and have designed a benefits package that goes beyond the ordinary. Our full list of benefits can be found here, but we've outlined some highlights below:

• Free exhibition entry for you and guests, exclusive private views, ICOM and reciprocal museum access.
• Civil Service Pension Scheme with a secure, inflation-linked defined benefit.
• 25 days annual leave plus bank holidays and 2.5 privilege days (and +5 days after 10 years).
• Discounts at onsite catering, Museum shops and local Bloomsbury partners.
• Social and wellbeing perks including Staff parties, social clubs, CSSC sports and leisure, and support from the Civil Service Retirement Fellowship.
• Learning and development through courses, mentoring and Athena as well as support for professional qualifications.
• Eyecare vouchers for VDU tests and contributions toward glasses.
• Enhanced parental leave including maternity, paternity, adoption and shared parental leave.
• Support for carers through Employers for Carers.
• Interest-free loans including season ticket, rental deposit and bicycle loans.

Our values drive everything we do, from how we handle our objects to how we work in our team to fostering a culture where everyone feels heard and empowered: Care Deeply, Embrace the Unknown, Spark Curiosity, Value Many Voices. These are a core part of how we recruit. Throughout the application, interview and selection process, we look for examples of how candidates demonstrate these behaviours in their own work and experiences. We encourage you to familiarise yourself with our values and reflect them in your application.

At the British Museum, we are committed to a fair and inclusive recruitment process where every applicant has the opportunity to present their genuine strengths and experience in their own voice. If you have any additional needs that we should be aware of to support you with your application, please provide details to us.

*Unfortunately, for this role we are unable to offer Sponsorship to applicants.* The Museum also adheres to the HMG Baseline Personnel Security Standard (BPSS) for pre-employment screening of Civil Servants.