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Founded in 1837, the Royal College of Art is the world’s largest community of postgraduate art and design students. It is also the oldest art and design university in continuous operation and has been ranked as the world ‘s number one art & design university for a remarkable nine consecutive years (QS World Subject Rankings 2015-2022).

Applications are invited for a Senior IT / AV Analyst. The post holder will support all users for IT & AV systems & products, and ensure that services are met with a high level of expertise and assistance. They will act as an escalation within the IT Service Desk team, and continue to ensure a high level of customer satisfaction and service standards are achieved. They will also support the IT Service Desk Manager in the day-to-day operations of the team.

You will ideally be educated to a degree level or have the equivalent experience, with at least one relevant professional qualification from ITIL (IT Infrastructure Library) or equivalent industry qualifications. This is alongside the following experience:

• Demonstrable experience of IT Support for Mac OS, Windows, Mobile and Tablet environments, Software and Productivity suites (Microsoft Office, Google Workspace and similar) alongside a wide portfolio of solutions being supported


• A proven ability to troubleshoot and to problem solve proactively & independently without minimal interaction


• A high knowledge of organizational, time management and planning skills with the ability to prioritize in a busy environment with competing and challenging demands


• Experience of working within an ITIL and/or Service Management orientated environment


• The ability to work collaboratively within a team and/or different departments


• Demonstrable commitment to keeping relevant knowledge up to date and to continue their professional development

The role at an overview will also be expected to conduct the following responsibilities (but not limited to):

• To act as an escalation point within the IT Service Desk team, proactively tracking the progress of support calls and keeping all users informed at each stage.


• To identify Service or Process quality issues and use a Continual Service Improvement process to rectify these.


• To assist with the creation, updating and maintenance of Knowledge Bases & subsequent information held within the department.


• To contribute to the decision making of the team, collaborating with the direct and indirect team members to share ideas and experience.


• To provide support, guidance, advice and technical experience to Junior members of the team whilst mentoring and tracking their progress.

This role will close for applications at 11.59pm on Sunday 8 October 2023.

Please see Information Pack for further details.