The National Gallery's IT Team provides a fast-paced, exciting and varied environment in which to work. The System Administrator performs a critical role in maintaining essential IT infrastructure at the Gallery, including operating systems, applications, servers, email systems, laptops, desktops, software, printers, phones and support across common business applications (e.g. Microsoft 365 Suite) and Gallery specific business systems. The IT Team provides the full suite of ICT services to enable all Gallery staff to access our IT network. This includes the applications we manage on-premises and in cloud environments, and to enable reliable and safe devices for all staff to increase productivity and mobility. As a small team, all staff manage multiple capabilities and responsibilities, providing you with the experience across all facets of IT Service Management, Infrastructure and Security. The position will participate in IT change management processes and will be an active member of the team for problem and issue management in the IT environment. In addition to the standard IT service offering, the team further supports the Gallery in digital and art projects and initiatives that have an IT component from concept to implementation. The service desk operates in a high pressure environment delivering high quality outcomes and cost-effective services for the National Gallery. The role requires someone who has strong technical and organisational skills, and strong understanding of both service management and infrastructure. The position needs someone with the ability to adapt to challenges, works well within a team under pressure and communicates well within the team, has strong work ethic and self-motivation to learn and stay current with industry skills. At the National Gallery, as a small team this position sits within the Service Management team providing level 3 technical support and reports to the IT Service Manager. The position will assist with other IT services and functions and requires a person that can pivot into different roles, projects and activities at short notice to assist as needed. Career progression opportunities are available through Service Management, Infrastructure and Networking, Cyber Security and Digital. The key duties of the position include In accordance with the NGA Level 5 standards, you will: Action service requests using the NGA's IT Service Management ticketing system. Escalate issues where required and support junior service desk staff. Participate in change management, issues and problem management and resolution Perform server administration tasks (ex: user/group, security permissions, group policies, print Position description - System Administrator (3020) services) Work with vendors and managers to monitor data-centre health using existing management tools, and respond to hardware issues as they arise; help test, and maintain new servers when needed Maintain internal infrastructure requirements, including laptop and desktop computers, printers, phones, support internet, intranet Perform routine and scheduled audits of all systems, including backups Troubleshooting to identify root cause, and provide technical support when needed Assist with new starters to the National Gallery with their IT credentials, hardware needs and undertake ICT relocations for end users Work under direction in line with established priorities, practices, and methodologies to identify, assess and resolve ICT incidents and problems to a high level of quality for end users Contribute to the development of IT policies and procedures and to the updating of processes and standard operating procedures within the National Gallery's IT ticketing system Develop and maintain knowledge-based articles in the service management ticketing system Participate in rotational weekend on-call roster and potential after-hours work Provide support for the delivery of projects, events and other IT-related activities Communicate clearly and effectively with stakeholders both internally and externally Participate in team planning activities to achieve Department and Gallery goals