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    IT Service Desk Analyst - London, United Kingdom - Financial Times

    Financial Times
    Financial Times London, United Kingdom

    2 weeks ago

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    Description
    About Us

    Here at the FT, gold-standard journalism is just the beginning. 500-people strong, our Product & Tech team keeps us ahead of the ever-changing digital landscape by delivering cutting-edge products to over one million digital subscribers every day. Our plans for growth rely on a diverse, dedicated and dynamic group of product, tech, delivery and data specialists - everyone's welcome in this friendly, forward-thinking team. And with entrepreneurial spirit, intelligence and opportunity at every turn, there's no limits to where your FT career will take you.

    Our commitment to diversity and inclusion in the workplace

    At the FT, we give all employees a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

    The Role Overview

    The successful candidate will provide both 1st and 2nd line technical support for 3,000 FT staff globally. In addition to support work, there will also be involvement in project based work.

    The must-have quality required for this role is the ability to provide excellent customer service. The need to be able to talk with people in a confident, positive and reassuring manner should not be underestimated, as should the ability to multi-task and work well under pressure.

    This role will be in a hybrid environment, so this will consist of working from our Bracken House office. The role covers 35 hours a week as part of a shift pattern covering Monday to Friday (between 08:00 and 18:00) and Bank Holidays (11:00 to 19:00) on a rota basis.

    Main Duties and Responsibilities
    • Develop and maintain a good understanding of the FT businesses and support priorities.
    • Provide telephone, remote and desk-side support to the business, both locally and globally when needed.
    • Manage calls and tickets within your team and your personal queue to ensure that SLA targets are met.
    • To ensure that customers are provided with regular and proactive updates on fault diagnosis.
    • Perform user administration tasks on a host of end-user based applications and systems, both locally and globally.
    • To create and share knowledge with all members of the global team.
    • Handle both software and hardware installations, ensuring licensing procedures are followed
    • Help maintain our CMDB and follow our asset management processes and procedures
    • Provide support to all mobile and end users devices, both FT and personally owned where appropriate.
    What we're looking for

    Essential
    • Ability to provide excellent customer service.
    • Excellent communications skills.
    • Ability to multitask and work well under pressure.
    • Good knowledge of Windows operating systems(10,11) and Mac OSX
    • Ability to support remote customers across different devices i.e. desktop, laptop, mobile, tablet, Mac etc.
    Desirable
    • Has previously worked in a customer focused role
    • Knowledge of Google Workspace products
    • Knowledge of Active Directory administration.
    What's in it for you? Our Benefits

    Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), medical cover, enhanced maternity & paternity packages, subsidised gym memberships and Giving Back opportunities. Full details of our benefits can be found here .

    Further Information

    The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We have implemented a hybrid working model and we also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, please send an email to and a member of our team will be happy to help.
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