IT Support Analyst

Elevate your tech career with purpose, impact, and opportunity.
If you have a passion for technology and a desire to learn by doing, this is your chance to join a team where tradition meets innovation. At the Royal Household, you'll gain practical exposure from day one, solving real problems in an accelerated learning environment, supporting users, and contributing to a purpose that matters.

As an IT Support Analyst based in our London Office, you'll be a key member of the System Infrastructure team within Royal Collection Trust and act as the first point of contact for users across the commercial operations of the organisation.

You'll provide both face-to-face and remote support on 1st and 2nd line issues, combining strong technical knowledge with good business and advisory skills. You'll undertake a broad range of work in a variety of environments, building on your expertise whilst delivering first-class customer service.

Key Responsibilities

• You'll proactively monitor ticket queues in our IT Service Management (ITSM) System and resolve issues and requests within agreed SLAs, providing regular updates to tickets and end users.
• You'll maintain user accounts and authentication methodologies on a wide range of solutions, including Azure.
• You'll fully engage with defined processes such as new joiners, leavers, change enablement and asset management
• You'll build and maintain Royal Collection Trust's commercially managed hardware and its integrations, including PoS terminals, PCs, specialist printers, P2PE payment devices and scanners.
• You'll assist with the technical operation of the specialist commercial applications, ensuring they are fully operational at all times.
• You'll undertake user acceptance testing of developments and upgrades to commercial systems and their associated infrastructure in line with agreed criteria and testing scripts.
• You'll assist with the planning and setup of new and temporary 'stores' across Royal Collection Trust's commercial estate.

Essential Criteria

• With a solid background in analytical troubleshooting and a wealth of technical knowledge, you'll have the capability to support issues and incidents at first and second levels.
• You'll bring an understanding of excellent client service and delivery to the highest standards, complemented by your excellent verbal and written communication skills.
• Digitally fluent and with a passion for IT applications, you have working knowledge of commercial applications such as a Retail or Ticketing system.
• You'll have experience of hardware setup and configuration, including PCs and peripheral devices, as well as call logging software / ITSMs.
• Working in a fast-paced, changing environment, you'll be able to alter priorities quickly and handle multiple tasks simultaneously, with the ability to work independently whilst being a strong, dependable team player.
• Organised and pro-active, with lots of initiative and an ability to work at pace, you'll juggle a varied workload, effectively balancing priorities and deadlines.
• Whilst a ITIL qualification (ITIL Service Delivery / ITIL Foundation) would be beneficial, it's your enthusiasm to learn and passion to deliver the highest standards of customer service that we're interested in.

What We Offer
We know that to deliver our best work; we need to feel at our best. That's why at the Royal Household we offer a generous benefits package designed to support your wellbeing and life priorities.

• Enjoy 25 days annual leave, rising to 30 days pro rata (plus bank holidays) dependent on the length of time you have worked for us.
• Flexible and hybrid working varies across different roles, and we'll discuss the options available to you that will suit both your job requirements and individual preferences.
• Our excellent non-contributory pension plan (we'll contribute 15% and you can contribute more if you wish) is highly valued by our employees, as is complimentary lunch on-site to keep you fuelled throughout the day.
• We also offer a range of leave options to support your life priorities, such as parental pay and leave and volunteering days, as well as benefits to support your physical and mental wellbeing.
• Other perks include 20% off at our Royal Collection Trust Shops and complimentary admission tickets across all our locations, along with many more exclusive employee discounts.

Find out more about the full range of benefits available to our employees