1st & 2nd Line IT Support

Heatherwick Studio is a global team of 200 problem solvers dedicated to making the physical world around us better for everyone. We are practical inventors with no signature style. Our motivation is to design soulful and interesting places, led by human experience rather than any fixed dogma

We enjoy pushing the boundaries of what is considered possible. We achieve this by placing collaboration, trust, and teamwork at the heart of everything we do. We look for studio members who have the entrepreneurial spirit to make things happen, and who also take delight in sharing their knowledge and experience. We want self-reflective people who are committed to their own growth and who are unafraid to support the growth of others.

We expect all studio members to work together with honesty and integrity, and to have genuine care for each other. The studio is a creative community and it’s important to use that everyone feels they belong.  We are proud to be an equal opportunity employer and all applicants will be considered without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status.  We encourage all people from historically underrepresented backgrounds to apply. If you want any help with your application, please let us know.

Job purpose

The studio is expanding its Digital Systems team due to growth in the organisation. This newly created Digital Systems Support Analyst role will provide effective 1st and 2nd line IT (Digital Systems) support across the studio. This is a key role, providing hands-on support for studio members in a fast-paced, digitally diverse, intense, exciting and friendly environment.

Key Responsibilities 

Digital Systems Support Helpdesk– As part of the Digital Systems Support team, the primary focus is to resolve studio members’ tickets, managed via the online portal, Freshservice. This includes:

• triaging, diagnosing and resolving 1st and 2nd line technical issues
• software management and deployment, including specialist design and architecture software onboarding and offboarding of staff, including providing inductions to new starters
• permissions and licensing management
• liaising with 3rd party software and hardware vendors, including managing warranty repairs
• recognising patterns and trends emerging from the tickets to be escalated for prevention
• escalating 3rd line issues to the Digital Systems Support Manager where required for resolution

Digital systems physical environment- Proactively manage and maintain the following, to ensure systems are in effective working order, simple to use and tidy

• laptops and other digital devices and hardware
• meeting rooms and AV equipment
• printers and plotters
• desk cable management

Digital asset management– Ensuring record keeping of the studio’s digital end-users’ assets is accurate and up to date, including:

• cataloguing and updating hardware and software inventories
• keeping the Freshservice ticketing portal up to date with ticket progress and resolution
• documenting Digital Systems processes via the online knowledge base

 Digital systems projects– as part of the Digital Systems team, being part of various projects, including:

• relocation to new studio buildings
• implementing self-service user tools such as software deployment automation

 Studio communication– Maintain positive working relationships across the studio including:

• Having face to face interaction with studio members as far as possible
• Contributing to studio meeting presentations and intranet posts to share digital systems knowledge
• Working with fellow support team members (eg property and workplace team, communications team, digital design team) to collaborate on cross functional activities and projects

 

Key relationships

The key relationships in this role are:

• Digital Systems team
• Managed services provider
• Various third-party suppliers
• Project teams, including Project Leaders, Designers and Project support staff
• Support teams

 

Qualifications, experience and skills

Qualifications

1. ITIL V3/V4 foundation principles (Desirable)

Experience

• Previous experience of digital support, preferably in a design and architecture practice
• Excellent knowledge of PC hardware, Windows 10, MS Office Suite, M365 environment (including MS Teams, SharePoint, OneDrive), Zoom, Adobe CC suite and other collaboration software
• Knowledge of Active Directory management and networking and security principles
• Administration experience of Microsoft Exchange (2016 and later, Exchange Online)
• Experience with maintaining Audio Visual equipment, multi-function printers, large format plotters
• Experience with IOS and Android mobile device support
• Experience with design and architecture software strongly preferred, including Rhino (Rhinoceros 3D), Autodesk Applications (eg AutoCAD, Revit, Navisworks), rendering applications (eg Enscape, V-Ray), Bluebeam, Unreal Engine, VR and AR equipment (eg Vive, Oculus VR, HoloLens, and associated software platforms)

 

Skills

• Strong technical and analytical skills, skilled in problem analysis and resolution
• Self-starter and collaborative attitude
• Comfortable working in a fast-paced environment, readily embraces change and deals with ambiguity
• Ability to work calmly under pressure and meet deadlines
• Excellent written communication, including technical documentation skills
• Excellent verbal communication skills
• Excellent interpersonal skills to interact with a wide variety of internal and external stakeholders
• Excellent organisational skills, including prioritisation of multiple tasks

 

Contract type

This is a permanent, full time role, based primarily in the studio premises in King’s Cross, London, with some opportunity to work remotely where practical.  Flexibility in working hours is required where work may be required to take place at evenings or weekends.

 

Training and Continuing Professional Development

The studio aims to attract and develop the best talent and create a supportive environment in which studio members can learn and develop. Training is provided to increase technical skills and to address identified professional development needs.