Service Desk Analyst

About Us

The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and findan empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challene, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It’s a job that’s never mattered more, and a career that can take you anywhere you want to go.

Our commitment to diversity and inclusion in the workplace

At the FT, we give all employees a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

Main Duties and Responsibilities

• Provide telephone, remote and desk-side support to the business, both locally and globally when needed, on a rotated basis, diagnosing and resolving customer issues while tracking and recording the issue using Freshservice call logging system.

• Be a technical escalation point for all first and second line queries before further escalation into the 2nd and 3rd line support teams.

• Be an escalation point and assist coordination of major incidents, especially those that generate contacts into the Service Desk.

• Be responsible for mentoring and guiding others within the team to improve, driving towards service excellence.

• Assist management in tracking individual and team performance through reporting and scorecards.

• Be responsible for the coordination of the Service Desk support services, assisting the management team, as and when required, to ensure premium service is delivered.

• Help coordinate and manage the 3rd party support providers that interact directly with the Service Desk

• Manage calls within your team and your personal queue to ensure that SLA targets are met.

• Help coordinate changes with the Change Management team that will have impact on the Service Desk.

• On a regular basis input ‘Problems’ that are seen on the desk into the Problem management process, and coordinate through to finding the root cause.

• Continually review and update current processes and coordinate these with the team, ensuring they are understood and then followed going forward.

• Where issues are escalated to 3rd line teams, ensure that all the information is captured and provide further assistance to coordinate further.

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

• Represent the Service Desk at technology meetings

• Liaise with globally distributed Service Desk staff to maintain consistently good support for all FT staff.

• Participate in projects to maintain a fit for purpose standard operating environment.

PERSON SPECIFICATION

Qualifications / Capabilities / Skills / Experience

Essential

• Good understanding of IT service support procedures and common business applications and administration.

• First-class communications skills, both written and spoken.

• Excellent knowledge of Windows 10 /Mac Os 13.

• Proven ability to support remote customers across different devices and platforms. I.e. desktop, laptop, mobile, tablet, etc.

• Significant experience in handling a high volume of cases meeting SLA.

• Excellent knowledge of Windows native tools administration.

• Good knowledge of email protocols.

• Excellent understanding of IT service support procedures.

• Excellent understanding of Google Workspace administration

• Basic Server Administration skills

• Strong team player

• Willingness to work together in order to contribute to the achievement of the team’s goals.

• Communicates with customers and the team in a confident, positive and reassuring manner (oral and written).

• Ability to demonstrate interest, skill, and success in getting the team to learn and work together.

• Good ability to understand technologies and processes and interpreting these into written format for the purpose of supporting documentation.

• Takes action to meet customer needs and concerns.

• Ability to understand customer issues and resolvethem quickly and efficiently.

• Good understanding of Customer Service best practices.

• Good understanding of laptop build and deployment processes.

Desirable

• ITIL Foundation Certificate qualification.

• Accredited support qualifications.

• Experience in Project Management

• RingCentral Telephony administration

What’s in it for you? Our Benefits

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), health coverage (medical, dental & vision insurance), 401k and company match, enhanced maternity & paternity packages, and Giving Back opportunities. Full details of our benefits can be found here .

Further Information

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments 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, please contact a member of our HR team who will be happy to help.

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