Help Desk Analyst

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

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.

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.

• Deliver first- and second-line support via the helpdesk, walk-ups, and remote assistance; triage, resolve, and elevate 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... 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

• 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

• 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

• 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

• Follow data protection, acceptable use, remote access, password, mobile device, and incident response policies; record actions and evidence for audits

• Actively engaging with the…