Full-Time 1st Line Service Desk Analyst
Job Description
JOB TITLE: 1st Line Service Desk Analyst
DEPARTMENT: IT
At Hearst UK, there’s always more to the story. Join us as our First Line Help Desk Engineer to start next chapter in your career.
We’re the UK’s leading premium publisher, and the people behind iconic media brands such as Cosmopolitan, Esquire, Elle, Harper’s Bazaar and Country Living. We’ve created a working environment that encourages everyone to pull together. We never stop looking for brave new ideas. We’ll always try to develop and improve, we trust each other to do our best, and we have fun as we build on our heritage to make history.
Hearst Technology Services (HTS) is a corporate function that supports multiple Hearst businesses including Hearst UK. As the IT function, we adopt a service centric approach, providing Hearst businesses services that enable the realization of their business goals. With a focus on the productivity of our users, we provide applications, equipment, connectivity and support they need to be successful in their roles. We provide services that make their user experience effective, including custom technical training, a 24/7 service desk, and application support.
Our department vision is to, “Be an outstanding business partner through trust and expertise.” Our mission, strategies and strategic objectives all align with this goal.
ABOUT THE ROLE
As a 1st Line Service Desk Analyst you will form part of a Global support team who provide a centralized resource to provide help and break-fix IT support to all Hearst employees. You will form key relationships with other ServiceDesk first line staff located in both the UK and the US.
Other duties include;
- Responding to incidents, requests or queries via phone, chat, or email channels
- Categorization and logging of all IT Incidents and IT Requests within the ServiceNow IT ticketing system
- Taking ownership of IT issues from start to finish ensuring tickets are closed within the agreed SLA
- Identify, diagnose, prioritise issues and problems
- Escalate, if needed any unresolved issues to a higher level of support or to direct line management
- Printer and hardware peripheral support
- Mobile phone support (iPhone + Android)
- Deskphone configuration/ Disablement
ABOUT YOU
The ideal candidate for this role should have previous experience working in a team that provides Help Desk Support for users operating across different timezones via a call centre environment. You should also have a good understanding of ITSM best Practice. Ideally ServiceNow ticket management experience as well as PC and MAC OS users support experience.
WHAT WE OFFER
At Hearst UK, you can choose from a huge range of perks and benefits that can help you learn well, work well and live well including:
· 25 days’ holiday (with the option to buy up to 5 additional holiday days)
· Flexible working – we’re happy to discuss options!
· Summer working hours
· Discounted gym membership
· Healthcare cash plan
· Spend a charity day with your favourite good cause
· Life assurance and pension scheme
· Regular socials and more!
There’s more to your story than you imagine. And the next chapter begins right here.
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