Technology Support Analyst (London)

Our Technology Support team are recruiting for a Technology Support Analyst to join their Service Delivery function based at our two London offices; Embassy Gardens & Vauxhall Bridge Road. This is an exciting time to join us as we’re going through a period of growth.

In this role, you’ll work as part of a collaborative team and report into the Technology Support Team Leader at one of the sites.

Your role is to ensure excellent delivery of our support portfolio to our customers and stakeholders so that they can accomplish business tasks. Within this busy environment, you would need to receive, prioritise, document and actively resolve customer issues and requests whilst striving to deliver the highest level of customer service.

Incident resolution may involve the use of diagnostics and help request tracking tools as well as require you to provide in-person, hands-on help at desktop level. Our workforce uses both Windows and Mac and so we’re looking for our Technology Support Analysts to be proficient in a number of toolsets for both operating systems.

You will be assigned dedicated functions on a rotational basis to ensure consistent delivery of service and to meet operational demands. The role will include Telephony & Self-Service support, Deskside Support & Build Asset Management.

The opportunity:

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

  • Prompt escalation of incidents and requests to 2nd and 3rd line support where first contact resolution/first time fix is not possible

  • Where appropriate, provide 2nd line support at the desks of our employees or in meeting rooms

  • Provide Audio Visual assistance for meets, include audio and video conferencing.

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

  • Management of hardware stock and loan equipment.

  • Maintain hardware & software inventory and asset control.

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

  • Logging all relevant incident/service request details, allocating categorization and prioritization codes.

  • Resolving incidents/service requests or escalating incidents/service requests within agreed timescales.

  • Closing all resolved incidents, requests and other calls in a timely manner.

  • Where necessary, you will participate in an on-call out of hours support rota.

We’d like you to bring to the role:

  • Experience of working independently and, in a team environment.

  • Exceptional customer service skills with a real first-in-class service mind-set.

  • Ability to effectively prioritise and execute tasks in a busy environment.

  • Proven analytical and problem-solving abilities.

  • Keen attention to detail.

  • High standards of professionalism.

You will need:

  • Previous experience in a customer facing role, preferably in Technology Support.

  • Experience of Apple Mac, Microsoft desktop operating systems and the MS Office suite

  • Experience of Apple OSX & iOS with basic troubleshooting

  • Experience of the setup and configuration of mobile devices (smart phones and tablets)

  • Experience of SCCM would be beneficial

  • Experience of printer management applications would be beneficial

  • Ability to troubleshoot both hardware and software

  • Experience of ServiceNow or similar ITSM tool sets would be beneficial

  • Experience with basic network troubleshooting e.g. patching would be beneficial

  • A strong interest in having a career in IT

We as a service-focused team appreciate and thrive best with an open, collaborative and supportive way of working. We create trusted relationships at all levels and believe that a diverse team is what will make us all successful.We are happy to discuss our flexible working approach with you if invited to an interview. All interviews will be held virtually.

If you would like to join a collaborative team and have the essential skills as highlighted above, we’d like to hear from you. Please apply with your cover letter and CV by Sunday 10th July.

What you can expect from us:

Salary:£30,000 – £35,000 dependent on how your skills and experience align to the role, plus bonus and benefits.

Our employees are the heart of our business. We have a range of benefits to reflect our commitment to our employees, some of which are:• 27days paid holiday entitlement in year one (plus bank holidays), increasing a day each year up to 30 days• Medical cover• Life assurance• Cycle to Work scheme• Discounted gym membership• Generous pension scheme• Summer working hours (role dependent)• Volunteering policy and charity matching• Employee Assistance programme• Mentoring programme• Extended gender neutral parental leave• Access to books and eBooks across Penguin Random House UK• Each site has trained mental health first aiders• We plant a tree for every new employee to our business

Our creativity is inspired by different perspectives, so we want our culture to be one of belonging, where everyone feels welcome and where differences are celebrated.

As aDisability Confident Committed organisation, we’re part of the offer an interview scheme. This is where disabled applicants who meet the essential criteria for the role can opt in to get to the next recruitment stage. There may be some situations where volume of applicants means we can’t take all eligible candidates to interview.

We want to make sure disabled applicants can be their best at each step of the recruitment journey. If you need adjustments during the application process, we encourage you to get in touch with us at http://[email protected].

Remember, you only need to share what you are comfortable to for us to support your adjustment request. Find out more about our approach here:

We partner with The Book Trade Charity, who provide financial assistance for people looking to get into the publishing industry; you can find more information and talk directly here: note, we are not able to accept agency CVs for this role. Any CVs sent speculatively will not be eligible for a fee.

Country:United Kingdom


City: London

Postal Code:SW11 7BW

Job ID:230921


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