1st Line Service Desk Analyst - Maternity Cover Contract

TN United Kingdom; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a 1st Line Service Desk Analyst for a maternity cover contract. This role involves providing vital IT support to a global team, ensuring smooth operations across various platforms. You will engage with colleagues in the UK and US, responding to incidents and managing requests through a leading ticket management system. The company prides itself on fostering a collaborative environment and offers a range of perks, including generous holiday allowances and a pension scheme. If you're passionate about technology and customer service, this opportunity could be your next career chapter.

Benefits

25 days’ holiday

Discounted gym membership

Charity day leave

Life assurance

Pension scheme

Regular social events

Qualifications

• Experience in HelpDesk support across different time zones.
• Strong understanding of ITSM best practices.

Responsibilities

• Respond to incidents and requests via phone, chat, or email.
• Log and categorize all IT incidents in ServiceNow.
• Diagnose and resolve issues while ensuring SLA compliance.

Skills

HelpDesk Support

ITSM Best Practices

ServiceNow

PC and Mac OS Support

Tools

ServiceNow

Job description

1st Line Service Desk Analyst - Maternity Cover Contract, London

Client:

Hearst

Location:

London, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

575b9bb213e0

Job Views:

11

Posted:

26.04.2025

Expiry Date:

10.06.2025

Job Description:

At Hearst UK, there’s always more to the story. Join us as our 1st Line Service Desk Analyst – Maternity Cover Contract to start the next chapter in your career.

We’re the UK’s leading premium publisher, behind iconic media brands such as Cosmopolitan, Esquire, Elle, Harper’s Bazaar, and Country Living. We foster a collaborative working environment, encourage innovation, and value trust and fun as we build on our heritage to make history.

This role is within the Hearst Enterprise Technology department, providing IT services and support for all Hearst divisions globally. The team handles Service Desk support, desktop support, and end-user technology support.

As a 1st Line Service Desk Analyst, you will be part of a global support team offering help and break-fix IT support to Hearst employees worldwide. You will develop key relationships with Service Desk staff in the UK and the US.

Responsibilities include:

• Responding to incidents, requests, or queries via phone, chat, or email
• Logging and categorizing all IT incidents and requests in ServiceNow
• Owning issues from start to finish to ensure resolution within SLA
• Diagnosing, prioritizing, and resolving issues
• Escalating unresolved issues to higher support levels or management
• Supporting printers and hardware peripherals

About You:

The ideal candidate will have previous experience working in a team providing HelpDesk support across different time zones via a call center environment. A good understanding of ITSM best practices is essential, along with experience with ServiceNow ticket management and support for PC and Mac OS users.

What We Offer:

At Hearst UK, enjoy a range of perks and benefits, including:

• 25 days’ holiday (plus up to 5 additional days)
• Discounted gym membership
• Charity day leave
• Life assurance and pension scheme
• Regular social events and more

There’s more to your story than you imagine. The next chapter begins here.

Hearst UK is committed to reflecting the world we want to live in by promoting diversity and inclusion. We value creativity, collaboration, and innovation, and strive to foster a culture of belonging where everyone is heard.

Please note: If you are not a passport holder of the country where the vacancy is located, you may need a work permit. For more info, check our Blog.

Applications should be submitted via the 'Apply now' button. Do not include bank or payment details in your application.

Created on 26/04/2025 by TN United Kingdom