Technology Support Analyst (FTC)

Job title: Technology Support Analyst (FTC)

We have a new opportunity for a Technology Support Analyst to join our team in London on a 6 month fixed term contract basis (to cover a period of parental leave). This role will require you to work onsite 5 days per week.

Reporting into the Technology Support Team Leader, you’ll work to provide excellent customer service and delivery of our support portfolio to our customers and internal stakeholders. In this busy and collaborative team, you will take the lead on receiving, prioritising, documenting and actively resolving customer issues and requests, whilst maintaining the highest level of customer service standards.

You’ll be assigned to support different dedicated functions on a rotational basis (for example, our walk-up tech support bar or deskside support), and will need to be confident in applying your skills and expertise in a variety of settings. To be successful in this role, you’ll need to be organised with the ability to work under your own initiative and prioritise tasks according to urgency or business impact. You’ll be able to pick up new systems and ways of working quickly, and will have a curious mindset with a willingness to learn.

About the team

The Technology team provides expertise and effective solutions to Penguin Random House. We integrate flexibility and agility which supports our consistent way of working. We set ourselves up for success by holding ourselves accountable and welcoming change. Each member of the Technology team brings skill and initiative to their role; we take personal ownership within a one team culture, working collaboratively to meet expectations from our stakeholders who trust us to deliver.

The role

Key responsibilities

• Telephony, Self-service and Service Bar walk-up support

• Provide 1st line support and diagnosis of incidents and service requests received via email, telephone, self-service and through automated alerts.

• Provide 1st line support and diagnosis of incidents and service requests received by walk-up in Embassy Gardens & Vauxhall Bridge Road offices.

• Promptly escalate 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 meetings, include audio and video conferencing.

• Build & Asset Management

• Provision, build, re-purpose & decommission the end-user mobile, laptop & desktop estate.

• Manage hardware stock and loan equipment.

• Maintain hardware & software inventory and asset control.

• Ensure devices are issued and decommissioned in compliance with all security requirements.

• General

• Log all relevant incident/service request details, allocating categorisation and prioritisation codes.

• Resolve incidents/service requests when first contacted whenever possible.

• Escalate incidents/service requests within agreed timescales, and keep users informed of progress.

• Close all resolved incidents, requests and other calls.

• Communicate with all users, keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.

• What you’ll bring

Essential criteria:

• Good knowledge and experience of working across Mac OS & iOS and Microsoft operating systems.
• Previous experience in a similar tech support customer-facing role.
• Exceptional customer service skills.
• Experience in the set up and configuration of mobile devices (smart phones & tablets).
• Good knowledge of working to the ITIL framework, ServiceNow or other ITSM toolset.
• Experience of writing documentation and use of document management systems.
• Strong desktop hardware skills.
• Experience of working both independently and in a collaborative team environment.
• Ability to commit to working 5 days per week onsite in London.

Desirable criteria:

• Experience of MS Office 365.
• Experience of a ‘walk-up’ type tech support bar.
• Experience of follow me printing technology, print server configuration and associated software.
• Working knowledge of network topologies, server infrastructure, MS server operating systems, MS Exchange server products, VMware and AD (including group policies).

Salary

The salary for this opportunity is up to c.£39,000, depending on how your skills and experience align to the role, plus a generous bonus scheme and benefits.

Disability Confident

As a Disability Confident Committed organisation, we offer interviews to candidates with a disability who meet the essential criteria for the role, and opt-in on their application form. The essential criteria for this role are listed as part of the ‘What you’ll bring’ section. There may be times when the volume of applications means we cannot take all eligible candidates to interview.

We encourage you to tell us about any reasonable adjustments you may need. Remember, you only need to share what you are comfortable with, for us to support your request.

Flexible Working

For this role we expect that you will work from our Embassy Gardens and Vauxhall Bridge Road offices in London 5 days per week on a rotational shift basis.