Desktop and Systems Support Analyst
United Grand Lodge seeks a Desktop and Systems Support Analyst. You will be responsible for providing technical support through the helpdesk and managing the testing and support of customer-facing membership systems, including the full lifecycle of assigned support tickets.
Background
UGLE is the governing body of Freemasonry in England, Wales, the Channel Islands, the Isles of Man consisting of 48 Provinces roughly based on the old county boundaries and 32 Districts overseas. English Freemasonry is a membership organisation of 175,000 people meeting in more than 7,000 Lodges across the globe. Membership is open to any man over the age of 18 irrespective of their background, race or religion, with students also able to join one of 87 University Scheme Lodges. The largest Province in UGLE is Metropolitan in London with many Lodges meeting at Freemasons Hall in Covent Garden which also serves as the Headquarters for English Freemasonry worldwide.
Freemasons’ Hall is a unique art deco building which can date its origins back to 1769 when Freemasons first started meeting at this site. The current building was completed in 1933 as a memorial to those who died in the Great War. It houses 22 meeting rooms including some unique spaces regularly used for major international events and as film locations. The Hall itself provides a magnificent meeting place for UK and international masonic lodges. It is open to both Freemasons and the general public who are provided with both self-guided audio tours as well as guided tours of the facilities. The Museum of Freemasonry with one of the finest collections of masonic artefacts and archives in the world, is housed within the building.
The United Grand Lodge of England is an equal opportunities employer.
Key Responsibilities
Helpdesk Support
- Provide excellent customer service to all users of the Helpdesk
- Log and resolve calls coming into the helpdesk
- Liaise with end users regarding their requirements
- Work to deadlines and prioritise workload effectively
- Be proactive and professional in approach
- Liaise with third party companies to support users
Systems Support
- Ensure prompt assessment, triage, and resolution of issues
- Assign requests to relevant teams as required
- Work with the ICT Development Team to review bugs, agree solutions, and test accordingly
- Work with internal teams to ensure ongoing effective support across the organisation
Azure AD Management
- Administer user accounts, groups, and permissions in Azure Active Directory
- Implement and maintain security policies and conditional access rules
- Manage authentication methods and multi-factor authentication configuration
- Monitor and troubleshoot Azure AD synchronization issues
- Coordinate on identity and access management best practices
- Maintain documentation of Azure AD configuration and processes
Windows Server Administration
- Assist in the support and maintenance of Windows Server infrastructure
- Monitor server health, performance, and availability
- Implement server patching and updates according to maintenance schedules
- Troubleshoot server-related issues and implement resolutions
- Assist with server backup and recovery procedures
- Document server configurations and maintenance procedures
End User Computing
- Support desktop, laptop, and mobile device configurations
- Manage software deployment and updates to end-user devices
- Troubleshoot hardware and software issues on end-user devices
- Configure and maintain end-user productivity applications
- Support remote work technology solutions
- Assist with device lifecycle management including procurement and disposal
- Provide technical guidance to users on computing best practices
- Manage and support Microsoft 365 environment, including Exchange Online, Outlook configurations, and other M365 applications
Administration
- Provide general & administrative support across the ICT Team
- Help create and maintain departmental procedures and documentation
- Assist in the preparation work for internally held events
Skills and experience
- Must have extensive experience in a Windows 10/11 professional environment as well as Office 365
- Office 365 Admin, Sharepoint, Intune, Teams and Office 365 applications.
- Ability to troubleshoot end-user desktop hardware and software issues
- Possess good technical ability and be able to perform a broad range of technical support tasks
- Good masonic knowledge, ideally secretarial knowledge/skills
- Basic network troubleshooting
- Build and configure Windows 11 desktop PCs/laptops using InTune
- Install and configure desktop applications as per individual user requirements
- Any Apple OS support experience will be a major plus for this role.
- 3-4 years desktop support experience in a domain environment
- Any professional certification will be a huge plus
- Excellent telephone manner
- Good verbal and written communication skills
Hours of work
Full time – 5 days per week (35 hours) based at Freemasons’ Hall.
Salary and Benefits
Competitive salary (subject to experience) plus the following benefits package:
- BUPA private medical cover
- Pension (3.5% employee & 9% employer contributions – increasing to 12%)
- Free Life Assurance
- Holiday (25 days increasing to 30 days)
- Interest free season ticket loan
- Gym membership (subsidised)
- Employee Assistance Programme
- Flexible working
Application details
To apply please send your CV and covering letter to: Elizabeth Gay - Director of HR - United Grand Lodge of England via email to [email protected]
CV’s received without a covering letter will not be considered.
Closing date for applications is close of business (5pm) on Friday 27 June 2025.