2nd Line Service Desk Analyst

London, England, United Kingdom

12/5/2024

Job Description

At Hearst UK, there’s always more to the story. Join us as our Desktop Support Analyst to start the 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.

This role sits within the Hearst Enterprise Technology department, providing IT services and support for all Hearst Divisions globally. This Group is responsible for ServiceDesk services & support, desktop support and all end user technology support.

As part of the end user support services team, this position is responsible for providing level 2 technical support for the end users regarding issues with hardware and software for desktop and laptop computers, network connectivity from home and office, all types of printers, corporate email, handheld devices, scanners, and a multitude of software applications including but not limited to all Microsoft O365 suite of products. This position reports into the UK Desktop Manager

About The Role

• Man IT Techbase providing face-to-face support
• Remote Support using remote tools
• Ordering and purchasing of hardware and software when required
• Taking ownership of project tasks pertaining to the scope of the desktop team responsibilities
• Create artefacts and maintain a central source of knowledge articles for the Desktop/ and ServiceDesk staff
• Monitor and manage Incident and Service requests within Service Now ensuring SLAs are being met.
• Maintain competency and enhance professional growth and development through continued education.
• Review business focused technical documentation to assure accuracy, consistency, and completeness with key applications.
• Collaborate with peers to develop standard operating procedure documentation.
• Interact and collaborate with customer groups as required to provide desktop computer, operating system, and hardware/ peripherals support.
• Proactively resolve customer problems with equipment and services.
• Test hardware provisioning processes developed by the HTS engineering team.
• Provide day to day support for the end users related to their hardware, software needs and applications.
• Communicate with HTS staff and Hearst employees in a timely manner.
• Work and collaborate with other HTS IT groups to resolve user issues in a timely manner.
• Configure, deploy, track, and support company issued iPhones for Hearst employees.
• Take ownership of IT projects as directed by the Desktop Manager.
• Work with Configuration Management system servers such as SCCM, JAMF
• Co-Manage software and OS updates & patch management for desktop environment alongside the HTS engineering team.
• Provide an In-depth knowledge of Active Directory administration.
• Familiar with virus protection environment
• Provide understanding of login scripts.
• Coordinating with the local People Team any on-boarder and off-boarder hardware allocation and retrieval
• Meeting room display pad configuration and testing (London HOH)
• London HOH weekly desk inspections
• Occasional visits to Brighton to provide support to Brighton office.
  
  

About You

• Substantial experience in IT required
• Proven experience in progressive IT roles within a large, complex organisation with diverse lines of business and systems
• Bachelor's degree in a technical discipline or equivalent working experience
• Experience in delivering support to a diverse company.
• Provide a proven ability to communicate effectively throughout all levels of associates
• Excellent analytical and problem-solving skills
• Excellent communication, presentation, influencing, and relationship-building skills.
• Ability to connect and guide teams through rapid change and maintain focus on the delivery of strategic initiatives.
• Demonstrated success guiding large scale initiatives across an enterprise.
• Willingness to travel depending on current needs.
• Have a “can do” attitude regarding all aspects of support while working for the IT Department of the company.
• Great research and troubleshooting skills to obtain quick effective solutions for complex network, software or hardware issues that are not familiar to our Desktop support group.
• Work either in a team environment, or alone, with minimal supervision and still provide a very high level of service, support, and work ethic.
  
  

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) - pro rated for part-time or fixed-term employees
• 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.

Hearst UK is deeply committed to using our influential brands to reflect the world we want to live in – one that respects, protects, represents and uplifts the voices and opinions of all people. As a business, we recognise the significant benefits of creativity, collaboration and innovation that comes with diverse teams. Not only is diversifying the voices in our organization the right thing to do, but it also helps us to make powerful and exciting content that can be enjoyed by many more people. This is why we’re working to build a sense of true belonging within our business and foster a culture in which everyone feels heard.