St Paul's Cathedral - IT Support Analyst

Overview

St Paul’s draws together a very diverse set of activities, projections and aspirations.  It is the Cathedral of the Diocese of London and the seat of its Bishop, a national church and an international spiritual focus, a space for worship and holiness, a place of debate and challenge, an icon of resilience in the face of adversity, an architectural heritage centre, a partner in the City of London, and a commercial enterprise.  In addition to holding four services every day (five on Sundays), St Paul’s is open for sight-seeing six days a week, and in 2018 welcomed over 850,000 paying visitors.

Introduction

The IT Support Analyst provides support to ensure IT applications, systems & services are available for use and function as intended; that system held information remains secure; that staff and clergy understand how to use the IT they require to perform their duties. The IT Support Analyst also completes assigned project work to support IT changes, developments and improvements that delivers benefits to the Cathedral. The Canon Treasurer is the Chapter member with responsibility for this area of work. 

Main Responsibilities

• Provide helpdesk support to Cathedral users, acting as first point of contact for IT problems, queries and requests. Take ownership for the resolution of issues by investigating and applying solutions, escalating to other parties when necessary.
• Provide support for a range of Cathedral information systems. Understand the business use and general functionality of systems; resolve problems; liaise and work with system suppliers as required; install and test new functionality and releases; complete system administration tasks.
• Provide support for the Cathedral network. Understand the unique network topology; complete assigned system management and monitoring tasks; investigate and resolve common problems; escalate complicated problems to third party support and work with them to provide diagnostic information and apply solutions under instruction.
• Support the Head of IT to introduce changes and improvements to the IT environment. Understand and document user requirements and processes; review new technology; review new functionality and features in existing systems; test changes; develop and document new work processes; pro-actively identify and propose technology improvements.
• Support the Head of IT to improve the general use of IT within the Cathedral. Provide IT training to network users and write user guides.
• Setup AV equipment for Cathedral meetings and events.

The Ideal Candidate

Essential

• Capability to learn and apply skills of providing IT helpdesk support to onsite users
• Experience understanding and supporting an organisation’s specific business information systems
• A strong understanding of standard desktop applications and user problems
• Excellent customer facing skills, able to work and empathise with a diverse range of people
• A natural problem solver
• Able to adopt a methodical and disciplined approach to work
• Self-motivated and pro-active, able to work independently without supervision
• An appetite to learn and develop relevant knowledge and skills
• Enjoy using technology to improve the way people work

Desirable

• Experience providing IT helpdesk support to onsite users
• Experience providing network support
• Experience reviewing and documenting user processes as part of a technology change
• Experience completing system testing
• Experience providing user training
• Experience producing documented procedures and user guides

The successful candidate will be in sympathy with, and in their work support, the Christian aims and mission of St Paul’s Cathedral.

About us

Our Mission Statement

St Paul’s Cathedral seeks to enable people in all their diversity to encounter the transforming presence of God in Jesus Christ.

Our Vision

• St Paul’s is seen primarily as a living Christian Church
• We will be a centre for welcome, worship and learning, and though our care and imagination, will inspire successive generations to engage with the richness of the Christian faith and its heritage.
• Working with the Bishop and Diocese of London and the wider Church, we will be a spiritual focus for people across London, the nation and a broader international audience.
• Our work will promote dignity and justice for everyone.

Our Values

Welcome – we all offer a warm inclusive welcome to everyone: our colleagues, volunteers and each and every visitor

Responsible – we are all responsible for each other and for part of the whole of the Cathedral’s work, not the whole of a part

Effective – we are professional and do what we say we are going to do

Nourish – we have a learning culture, not a blame culture