IT Helpdesk Technician

Description:

Olympia is more than an exhibition venue, conference centre and live-event space - it’s an inspiration. Against a backdrop of grand Victorian architecture, the seven connected spaces inspire engagement and enjoyment. Olympia is recognised in the industry for exceptional levels of customer service and support, and our numerous awards are testament to our clients' satisfaction. Beyond the walls of our venue, Olympia is on the ground, working to invest in people, strengthen our communities, and protect the environment.

Olympia is undergoing a period of change. In 2017, the venue was bought by a consortium led by Yoo Capital and Deutsche Finance international. Work is currently underway to transform the wider estate into a cultural hub of which Olympia Events will be the central part. Once complete, the estate will include a new theatre, music venue, two hotels, over 30 eateries, world-class office space and over two acres of public realm. More information can be found at

Job Purpose:

To provide first-line technical support to all business users and event stakeholders, ensuring excellent customer service and efficient resolution of IT incidents and service requests. The IT Helpdesk Technician will support the Systems Applications Administrator in maintaining the organisation’s IT systems, applications and infrastructure, ensuring reliability, security and performance across the estate.

This role is primarily site-based at Olympia and will require occasional out-of-hours support during live events and maintenance windows.

Key Responsibilities

Service Desk & User Support

• Provide 1st line support to company users and clients via the IT service desk.

• Log, manage and resolve incidents and service requests within agreed SLAs.

• Escalate complex issues to the Systems Applications Administrator where required.

• Provide on-site support during live exhibitions and events.

• Deliver excellent customer service and maintain clear communication with users.

User & Device Administration

• Set up and configure laptops, desktops, mobile devices and peripherals.

• Assist with user account creation, amendments and leavers processes in Active Directory and M365.

• Support password resets, access requests and security group updates.

• Support VOIP telephony and smartphone troubleshooting.

Applications & Systems Support

• Provide basic support for M365 (Outlook, Teams, OneDrive, SharePoint).

• Support business systems including Momentus (Ungerboeck) through initial troubleshooting and user guidance.

• Assist with maintaining system documentation and knowledge base articles.

• Monitor service desk queues and contribute to continuous service improvement.

Infrastructure & Operational Support

• Assist with PC builds and hardware replacements.

• Support patching, updates and antivirus deployments as directed.

• Assist with backup checks and basic restore testing.

• Escalate infrastructure, server or network issues appropriately.

Security & Compliance

• Follow IT security best practices when provisioning or modifying access.

• Assist in enforcing IT policies and acceptable use standards.

• Report suspected security incidents immediately.

Sustainability & EDI

• Support and promote Olympia Events’ sustainability programme (“Grand Plan”).

• Demonstrate commitment to Equality, Diversity and Inclusion in all interactions.

Person Specification

Skills & Experience

• Experience in an IT support or helpdesk role.

• Strong troubleshooting and customer service skills.

• Good working knowledge of:

o Microsoft 365

o Windows 10/11

o Active Directory (basic administration)

o Hardware support and device builds

• Familiarity with service desk tools (e.g., SysAid, LANDesk or similar).

• Basic understanding of networking principles.

• Understanding of ITIL-based support processes desirable

Desirable

• Experience supporting event or venue-based environments.

• Exposure to Azure or cloud platforms.

• Knowledge of VOIP systems.

• Awareness of cybersecurity best practices.

Sustainability Responsibilities:

• Continuously improve your knowledge of Olympia Events’ sustainability programme - the ‘Grand Plan’. Complete all training provided and promote sustainability practices to meet our Grand Plan objectives

• Follow and promote all sustainable workplace policies and procedures and seek ways to make your department more sustainable by taking an active role to initiate change

Olympia Events is fully committed to ensuring the safety and wellbeing of all children, young people and adults at risk (vulnerable groups) that attend our premises. As a consequence, Olympia Events may require any successful applicant to complete a DBS Check prior to working in our business.

Olympia Events is committed to Equality, Diversity and Inclusion and excepts all its people to have a positive commitment to EDI by treating others fairly and not committing any form of discrimination, victimisation or harassment and to promote positive working relationships amongst employees and stakeholders.

This Job Description is not intended to be exhaustive; the duties and responsibilities may therefore vary over according to the changing needs of the business.