Ict Service Desk Support

National Museums NI is a leading cultural institution and is responsible for ensuring that its significant collection is developed, cared for and accessible to the widest possible audience. Almost one million people enjoy our four museums each year, and through loans, research, community activity and digital programmes we engage a much wider audience than those who physically visit our museums.

We believe that our museums can play an important and valuable role at the heart of society. Through our work we preserve, protect and promote the region’s cultural assets, knowledge and collective memory. We provide shared and trusted spaces to explore who we are, where we have come from and where we might be going. We engage and work in partnership with the public to share stories and care for and present a vast range of objects bringing important cultural, educational, social and scientific ideas to life. We unite the past, present and future; enhance health and well-being; make places more attractive to live in, work and visit; and, create positive economic impact. We inspire present and future generations of pioneers, designers, makers and community leaders. Our museums are loved and trusted public institutions: they provide joy, prompt reflection, and foster curiosity about the world around us.

Our vision

To celebrate who we are, telling the stories of our past, challenging our present, shaping our future.

Our mission

-Developing, managing and caring for the collections

-Playing a leading role in the economic and social wellbeing of this place

-Making collections accessible to the widest possible audience

-Building an organisation where people feel valued

Our values

-Striving for excellence – being the best we can be in everything we do; delivering excellent customer service internally and externally; sharing our expertise

-Being authentic – being true to our collections; having integrity in everything we do; creating unique experiences

-Working together – promoting team-work; building mutually beneficial partnerships; being receptive to others and their ideas

-Showing respect – valuing everyone; supporting diversity; respecting collections

-Being courageous – being ambitious in programming; embracing change; being brave and creative in the stories we tell; empowering our people

Our collections

We care for, develop and provide access to the National Collection of 1.4 million objects which are multidisciplinary, diverse and span all time periods, referencing Northern Ireland within and to the wider world. The collections are classified into six broad subject areas.

-Art – with over 17,000 works, the art collection contains both historical and contemporary paintings, sculptures, works on paper, glass, ceramics, silver and metalwork, jewellery, furniture, costume and textiles significant at both a national and an international level

-History – this is a multi-disciplinary collection that illuminates themes of social and cultural history, war and conflict, politics and economic history. It reflects evidence of people and events in this place from the earliest settlers, through the main archaeological and historical periods to the present day. It also includes objects collected from peoples and cultures around the world, which leave sensitive legacies to address today in terms of inclusion, diversity, equity and anti-racism

-Natural Sciences – collections cover botany, geology and zoology of this place, but also include material of international provenance

-Emigration – our collections relate primarily to the social history surrounding the migration of people from Ulster and their settlement in North America from 1600 onwards

-Folk Life and Agriculture – these collections focus on the ways of life and traditions of our people, in a western European context, from the late nineteenth century through to the early decades of the twentieth century

-Transport, Industry and Technology – our collections cover all forms of transport built or used in Ireland, from the late eighteenth century to the present day. They also include oral and aural histories giving an insight into the collection and the local people who have contributed to the development of transport around the world

Our museums and locations

We have approximately 360 staff (230 FTEs) and operate over five sites:

-Ulster Museum

-Ulster Folk Museum

-Ulster Transport Museum

-Ulster American Folk Park

-Collections Stores

All our museums are Accredited Museums. The Accreditation Scheme is administered by Arts Council England (ACE) which sets nationally agreed standards for UK Museums.

KEY RESPONSIBILITIES

In fulfilling the role, the post holder will undertake the following activities:

• Provide a highly responsive and professional help Service Desk function to a variety of users and contribute to the achievement of service standards.
• Contribute to the maintenance and installation of computer equipment and software.
• Receive and handle requests for support for hardware and software.
• Provide information to enable problem resolution and promptly allocate unresolved calls as appropriate. Maintain records of incidents and advise of actions taken.
• Perform a range of activities in a variety of contexts, including complex and non-routine, with minimum supervision.
• Assess the information requirements of business areas and address these through the application of ICT.
• Keep abreast of the fast moving developments in the ICT industry.
• Provide advice and guidance on how to deal with specific types of incidents to colleagues and undertake elements of supervision.
• Implement technical solutions, and ensure adherence to appropriate policies, procedures and standards. This will require a clear understanding of the business needs to be addressed, reliable judgement and management ability, and a sound knowledge of ICT and associated issues.
• Manage own time and make effective and efficient use of technical and administrative resources.
• Develop your knowledge and experience, provide advice and guidance on technical matters, and make informed recommendations regarding the resolution of problems and execution of technical solutions.
• Travel to all National Museums NI sites as required

Supporting a culture of communication and collaboration

• Act as a role model to staff and colleagues within National Museums NI.
• Help to embed a culture of continuous development.
• Ensure that information is cascaded to all team members clearly, concisely and in a timely manner.
• Develop a close and productive working relationship across sites and all National Museums NI business areas.

Other

• Occasional attendance at weekends and evenings may be required.
• Carry out other duties consistent with the grade and responsibilities of the post.

PERSON SPECIFICATION

Essential Criteria

1.2 GCSE’s, or equivalent, at A – C grade to include English and Mathematics and at least 1 years’ experience of providing ICT support to customers in an enterprise environment, particularly dealing with problem resolution

OR

2 years practical experience providing ICT support to customers in an enterprise environment, particularly dealing with problem resolution.

2.Sound technical knowledge of ICT products currently available.

3.A positive approach to providing a business partnering service.

4.Good oral and written communication skills.

5.Previous experience of problem solving in an ICT environment.

Desirable Criteria

It is desirable that the post holder has experience in one or more of the following areas:

1.Providing a single point of contact for persons to make requests, raise queries, report incidents or log complaints relating to ICT services.

2.Recording and tracking all incidents and complaints, keeping the customers informed on status and progress,

3.Installation and support of hardware and software (e.g. PCs, laptops, printers, MS Office, Outlook etc.), routine systems refresh and equipment disposal.

4.Providing support and resolution of incidents at first point as far as possible within the constraints of the 1st Line Service Desk