• Full Time
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  • An exciting opportunity has arisen for Technology Support Analyst to be based in our London office. You will report into Technology Support Team Leader.
    Your role is to ensure excellent delivery of our support portfolio to our customers and stakeholders so that they can accomplish business tasks. Within this busy environment you would need to receive, prioritise, document and actively resolve customer issues and requests whilst striving to deliver the highest level of customer service. Incident resolution may involve the use of diagnostics and help request tracking tools as well as require that the individual provide in-person, hands-on help at desktop level. You will be assigned dedicated functions on a rotational basis to ensure consistent delivery of service and to meet operational demands. The roles include Telephony & Self Service support, Service Bar walk-up support, Deskside Support & Build Asset Management.

    Your Key Responsibilities & Duties required for this role:

    Telephony & Self-service Support
    • Provide 1st line support and diagnosis of incidents and service requests received via email, telephone, self-service and through automated alerts.
    • Prompt escalation of incidents and requests to 2nd and 3rd line support where first contact resolution/first time fix is not possible

    Service Bar walk-up support
    • Provide 1st line support and diagnosis of incidents and service requests received by walk-up in Embassy Gardens & Vauxhall Bridge road offices.
    • Prompt escalation of incidents and requests to 2nd and 3rd line support where first contact resolution/first time fix is not possible

    Deskside Support
    • Provide 2nd line support at the desks of our employees or in meeting rooms
    • Provide Audio Visual assistance for meets, include audio and video conferencing.

    Build & Asset Management 
    • Provision, build, re-purpose & decommission of the end-user mobile, laptop & desktop estate
    • Management of hardware stock and loan equipment.
    • Maintain hardware & software inventory, asset control.
    • Ensure devices are issued and decommissioned in compliance with all security requirements

    • Logging all relevant incident/service request details, allocating categorization and prioritization codes
    • Resolving incidents/service requests when first contacted whenever possible
    • Escalating incidents/service requests within agreed timescales
    • Closing all resolved incidents, requests and other calls
    • Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
    About you:
    • Experience working independently and in a team-oriented, collaborative environment is essential.
    • Exceptional customer service skills with a real service mind-set
    • Disciplined when it comes to following process.
    • Ability to effectively prioritise and execute tasks in a busy environment.
    • Proven analytical and problem-solving abilities.
    • Keen attention to detail.
    • Highly self-motivated and directed
    • Excellent time management skills and can make smart decisions to prioritise workload.
    • High standards of professionalism.

    You will also need: 
    • Strong knowledge and experience of Microsoft desktop operating systems and the MS Office suite 
    • Strong knowledge and experience of Apple OSX & iOS operating systems
    • Experience of the set up and configuration of mobile devices (smart phones and tablets)
    • Experience of SCCM & Jamf
    • Experience of printer configuration and associated software
    • Experience of writing documentation and use of document management systems
    • Strong desktop hardware skills
    • Good knowledge of working to the ITIL framework.
    • ServiceNow or other ITSM tool set
    • Previous experience in an Technology Support customer facing role
    • Experience of Office 365
    • Working knowledge of AD

    Salary: £27,000- £36,000 dependent on how your skills and experience align to the role, plus benefits

    If you are interested, please apply with your CV and Cover Letter. All CV’s will be considered on rolling basis.

    What you can expect from us:
    Our employees are the heart of our business. We have a range of benefits to reflect our commitment to our employees, some of which are:

    • 25 days paid holiday entitlement in year one, plus bank holidays
    • Medical cover
    • Life assurance
    • Cycle to Work scheme
    • Discounted gym membership
    • Personal Learning Allowance
    • Generous pension scheme
    • Summer working hours (role dependent) 
    • Volunteering policy and charity matching
    • Employee Assistance programme
    • Mentoring programme
    • Extended Parental Leave policy 
    • 60% Discount on Company books
    • Each site has trained mental health first aiders 
    • We plant a tree for every new employee to our business 

    Our creativity is inspired by different perspectives, so we want our culture to be one of belonging, where everyone feels welcome and where differences are celebrated.

    As a Disability Confident Committed organisation, we’re part of the offer an interview scheme. This is where disabled applicants who meet the essential criteria for the role can opt in to get to the next recruitment stage. There may be some situations where volume of applicants means we can’t take all eligible candidates to interview.

    We want to make sure disabled applicants can be their best at each step of the recruitment journey. If you need adjustments during the application process, we encourage you to get in touch with us at . 

    Remember, you only need to share what you are comfortable to for us to support your adjustment request. Find out more about our approach here:

    We partner with The Book Trade Charity, who provide financial assistance for people looking to get into the publishing industry;

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