IT Service Desk Analyst

About Us

The Financial Times is one of the world’s leading business news organisations, recognised internationally for its authority, integrity and accuracy. The FT has a record paying readership of one million, three-quarters of which are digital subscriptions. It is part of Nikkei Inc., which provides a broad range of information, news and services for the global business community.

We have offices in more than 35 cities, including London, New York, Hong Kong, Beijing, Manila, Sofia, San Francisco and Tokyo. Join us and find an inclusive and fast-paced environment with unique opportunities to support every step of your career.

Our Commitment to Diversity, Equity and Inclusion

We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.

About the role

The successful candidate will provide both 1st and 2nd line technical support for 3k 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.

Main Duties and Responsibilities

• 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.

• The UK based 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.

• To ensure that customers are provided with regular and proactive updates on fault diagnosis prior to resolution and follow up that the customer is fully satisfied.

• Escalate support queries as appropriate following the escalation process and working collaboratively with your colleagues and other teams where necessary to ensure timely resolution.

• 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.

• Consistently? contribute to team discussions and demonstrate commitment to process improvements

• 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.

• Understand the full range of services that the Service Desk provides.

• Develop and maintain a good understanding of the FT businesses and support priorities.

• Contributing in meetings and sharing opinions

Job Requirements

Essential

• Ability to provide excellent customer service.

• Excellent communications skills.

• Ability to multitask and work well under pressure.

• Good knowledge of Windows operating systems(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.

• Awareness of using AI tools like ChatGPT & Gemini as a support tool rather than a dependency

About you

• Excellent organisational skills.

• Excellent communication skills, ability to understand customer issues and resolve them quickly and efficiently.

• Good attention to detail.

• Good desk-side manner.

• Proactive approach to work.

• Professional outlook and presentation.

• Strong customer service focus.

• Strong team player keen to learn, contribute and be supportive.

• Perceptive and dedicated to team wellbeing and progress

• Ability to adapt to changes in procedures and absorb information quickly

• Shows curiosity and interest in IT

What’s in it for you? Our benefits

Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are available here.

We’ve embraced a 50% hybrid working model (averaging two to three days onsite) that fosters trust and remote adaptability while encouraging in-person camaraderie and peer learning. Additionally, we are open to accommodating specific flexible working pattern requests for all roles where feasible

Accessibility

We are a disability confident employer and Valuable 500 signatory.

Please let us know if you require any reasonable adjustments/personalisation 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, email [email protected] and a member of our team will be happy to help.

Further information

At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications.

Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all.

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