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IT Service Desk Agent

3 months ago

StratforduponAvon, Warwickshire, United Kingdom Royal Shakespeare Company Full time

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 join the Information Technology department, based in Stratford-upon-Avon on a full-time, permanent basis.


As an IT Service Desk Agent, you will report directly to the Head of IT Services, where your responsibilities will include providing a helpful, reliable, and consistent response to all RSC colleagues who seek information and assistance from the IT department.

This will include logging calls on the IT Service Desk, managing, progressing, allocating and resolving tickets and keeping records up to date.


This is a busy and varied role in a multi-sited, complex environment, which is ideal for a team player with experience in either IT support or another area where excellent customer service is critical.

Some of your duties and responsibilities will include;

  • Resolving requests within your remit or allocating to colleagues
  • Software installation
  • Stock control to ensure suppliers are up to date
  • Password reset assistance
  • Routine maintenance and replacement of computers
  • Updating information, including inventories, RSC Address Book and procedures
  • Assisting on projects, SharePoint set up and systems upgrades


This role is suitable for people 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.


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 with 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-working, 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

You will be working 35 hours per week, Monday to Friday, 9am to 5pm. The role is largely computer and office based, but there will be occasional visits to other sites. This role can accommodate some flexible remote working; however, regular on-site presence will be required.

The RSC strives for excellence, and values integrity, inclusion, ambition and innovation. We act with respect, show leadership and build resilient ways of working in all our activities.

We aim to create a welcoming, supportive environment which is happy, healthy and safe. We place great importance upon developing a diverse, highly motivated and energised workforce to help achieve our priorities. We put our values at the heart of everything we do.

The Royal Shakespeare Company (no is a registered charity.