IT Support Officer

Organisation: National Galleries of Scotland

Salary: £28,437 -£31,170

Location: Edinburgh

Full-time, Permanent

Salary £28,437 – £31,170 per annum (Band 6A)

Plus generous benefits package

Hybrid working


Working as part of a small flexible team, you will support the provision of all technology and information services across the National Galleries of Scotland through the management of systems and supply support to a wide user base. 

As the IT Support Officer, you will provide first, second and third-line support for all IT and digital services (including desktops), applications, infrastructure, AV support and telephony. You will manage and respond to service desk calls (incidents, service requests, and change requests) in line with agreed service management processes and defined SLAs. 

Working well as part of the team is as critical as knowledge of the systems. 


 In all that you do, you’ll work as part of the IT Team to operate and manage IT, digital and audio-visual technologies in support of the visitor experience and operational activities of NGS. Reporting to the IT Support Manager you will also:

Diagnose and resolve applications, system, network and desktop related queries, problems, and faults. 

Promote IT best practice to all, offering advice on application and technology usage and IT Policy. 

Always maintain data confidentiality and abide by all NGS and associated external policies and procedures. 

Install, maintain, and dispose of standard hardware and peripherals in accordance with NGS and associated external policies and procedures. 

Install, configure, and support physical and virtual desktop application software. 

Administer, configure, and maintain key IT and digital systems as necessary. 

Manage and maintain desktop builds and software packages for remote deployment/installation. 

Manage and maintain desktop application security through updates and patching. 

Develop and evaluate new builds, applications, and hardware. 

Ensure technical and user documentation is correct and relevant and update where required. 

Assist with IS/IT Projects and developments within the department. 

Provide advice and manage IT departmental hardware, software, services, and solutions. 

Undertake IT infrastructure and directory services administration and management where required. 


When applying and answering our quick question please tell us more about you, how you meet the requirements, and what you will bring to the role. This will be your opportunity to stand out as well as tell us what you are looking for from us. To succeed in this role, you’ll need the following range of knowledge, skills, and experience: 

Professional, further, or higher education qualifications in an IT-related subject or equivalent experience. 

Proven IT Support experience in a multi desktop OS environment (minimum of 1 year).

Excellent understanding and experience of service management principles (i.e. service desk processes) and service desk software packages. 

Excellent understanding of MS technologies including Exchange, Office 365 and Teams and also PC and peripheral architecture. 

Excellent knowledge of Active Directory and Group Policy administration and management. 

Good understanding of IT networking fundamentals, virtualisation technologies and working within a virtual desktop environment. 

Excellent communication skills and ability to communicate at all levels. 

Knowledge of remote software installation methods and management tools. 

Ability to prioritise and manage varied/heavy workloads in ever changing environment. 

Excellent customer focus skills with a flexible approach and excellent problem-solving skills.

Application Deadline: Sunday 08/01/2023