Help Desk Analyst
18 hours ago
Manchester
Reports to : IT Manager Salary : £27,976.00 per annum Contract :Permanent Location : Manchester Hours :40 hours per week (this is 8 working hours + one-hour unpaid lunch break eg 9am-6pm, 12- 9pm) Closing Date :25 Feb 2026 CONTEXT At Factory International we want to bring together a talented team of people, were looking for motivated and passionate people from all backgrounds and skillsets to join our diverse and supportive talent. Reaching out into every corner of Manchester and harnessing the talent and energy that is found across the city and beyond. You dont need to have worked in the arts before, were looking for people who are good communicators, enthusiastic, and want to be part of something new. At Factory International various pastoral support routes are in place including additional support for those with caring responsibilities and access to external professional support services with a focus on wellbeing. Flexible working, including part time and job-share options will be considered for all suitable roles. JOB SUMMARY Provide first and second-line helpdesk and technical support to all FI user groups, ensuring devices, accounts, and core services are available, secure, and compliant. The role blends day today helpdesk service responsibilities, with administration tasks and with basic (foundational) cyber security tasks proactively improving Microsoft Secure Score, maintaining endpoint protection, and keeping devices patched in line with policy. All role activities and standards will align with our IT Policies (including End User Device Security) and Patching Policy. RESPONSIBILITIES; Help desk support Deliver first- and second-line support via the helpdesk, walk-ups, and remote assistance; triage, resolve, and escalate incidents and requests within agreed SLAs. Ensuring all calls are logged and tracked via the helpdesk system Ensuring all end user devices (hardware and software) run to the highest standards and quality of service (performance), and with minimal disruption or downtime. This would include provision and maintenance of user accounts, groups, licenses, and devices (join, enroll, retire), following joiner/mover/leaver processes and data protection requirements. Following and delivering the new starters and leavers processes Provide general Venue IT support including set up of rooms and events with IT/AV basics (network connectivity, peripherals), coordinating with Facilities/Production where needed. Providing support for network printing services. Assess needs for staff with accessibility requirements and provide solutions Cyber Security Complete relevant cyber security actions and checklists as aligned with our organisational policies. Including Microsoft Secure Score actions, cyber essential plus accreditation, Endpoint protection (EDR/AV), applying antivirus/EDR policies, maintain device compliance policies (encryption, firewall, OS version), support vulnerability remediation, On a weekly basis, monitor Secure Score in Microsoft 365 Defender; recommend and implement and track low/medium complexity improvements, raising change requests for higher risk items to senior engineers. On a monthly basis, produce simple Secure Score snapshots and action trackers. Ensure end user communication is clear and inclusive when security controls change (e.g., MFA rollouts), referencing the organisations IT policy and awareness principles Undertake device patching & update management applying the organisations patching schedule and windows for Windows/macOS, browsers, and key applications, achieving agreed compliance levels across laptops/desktops. Use Intune/Windows Update for Business (and any approved tools) to deploy updates; verify success/fail, re try, and report on compliance. Report monthly compliance metrics and exceptions in line with the IT Patching Policy Asset & configuration management Keep accurate records: device inventory (Helpdesk system, Intune), ownership, lifecycle state, warranty, and configuration profiles. Manage peripherals and secure disposal of IT equipment in line with policy Training, awareness & continuous systems usage improvement Represent the IT department at all levels of the organisation and promote the use of IT and good practice. Keeping clear, accessible documentation and knowledge articles for repeat issues and how to guides. Contributing to IT knowledge base articles and short training sessions; championing inclusive, plain English guidance Work collaboratively and communicate effectively with management, stakeholders and all users (including inducting new starters), providing them with pragmatic guidance, support, and solutions for their IT needs and issues. Working with relevant departments to ensure that they get the most from their existing systems. This includes providing friendly coaching on usage of IT, including secure usage and promoting cyber security and data protection risk awareness Keep up to date with the latest emerging trends and innovations in IT Governance & compliance Follow data protection, acceptable use, remote access, password, mobile device, and incident response policies; record actions and evidence for audits General Actively engaging with the organisations vision and policies regarding equality, representation and inclusion, artistic ambition, participation and engagement, health and safety, sustainability, reporting evaluation and monitoring Training and talent development is central to the way that Factory International work. All job roles are expected to contribute to our training and development activity, contributing time to supporting our training programmes on site and occasionally off site Any other duties that are commensurate with the post PERSON SPECIFICATION ESSENTIAL Customer helpdesk support Proven ability to resolve common end user issues across Windows/macOS, Microsoft 365, Dropbox, and networking basics, with clear, empathetic communication Securityhygiene Practical experience applying MFA, hardening mail & collaboration tools, and keeping endpoints protected and compliant Patch & update discipline Hands on with Intune/WUfB (or similar), monitoring compliance and remediating failed updates Documentation & teamwork Writes concise instructions and works effectively with IT collogues and non technical teams Good verbal and written communication skills - comfortable engaging with all staff types Commitment to championing representation and inclusion at every level of the organisation with a proven ability to work with people from a wide range of backgrounds DESIRABLE Experience in a range of systems and softwares including; Microsoft Intune (device enrolment, compliance, update rings), Microsoft Entra ID (identity), Microsoft Defender suite (Endpoint, Email & Collaboration) ,Basic scripting/automation (PowerShell) for routine tasks. ITIL aligned service management and change control Experience of Telephone systems Event/venue support experience Experience with SharePoint, Microsoft apps Understanding of and experience working with AI technologies Enthusiasm for training, mentoring and support of emerging talent Qualification or recertification in CompTIA A+ / Network+ / Security+, or Microsoft Fundamentals (SC 900/MS 900), or equivalent practical experience STAFF BENEFITS Annual leave entitlement is 25 days a year plus public holidays (pro rata dependent on hours of work) Pension: Auto enrollment begins three months after start date and payments are matched for the first 5% of employees contribution Factory International offers a travel loan scheme and cycle to work scheme via salary sacrifice All employees have access to an Employee Assistance programme operated by Medicash - Medicash Health Plan: auto enrolment begins after three months service for all eligible employees We are committed to supporting employees with their personal development, regularly offering organisation-wide training such as Carbon Literacy, BSL or Mental Health First Aid, along with department specific and individual training opportunities Factory International have a Staff Development Fund - £200pa accessible to eligible employees who have passed their probation - for tickets, events, training, or development opportunities When applying please do not rely solely on ChatGPT/AI software for your answers as it may not fully reflect your skills and experience and how they align with this role and we may decide to discount your answer if we believe it is solely generated by AI. 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