IT Helpdesk Analyst (12-Month Fixed-Term Contract)

DC Thomson; Dundee; On-site; GBP 60,000 - 80,000; Full time

Job summary

A reputable media company in Dundee is looking for an IT Helpdesk Analyst on a 12-month fixed-term contract. This role involves providing support for IT-related issues, engaging with users, and managing service requests. Ideal candidates will have excellent communication skills and a desire to start their career in IT. The position offers generous benefits including holiday, health cash plan, and staff discounts.

Benefits

34 days holiday

Health cash plan

On-site gym

Excellent pension

Staff discounts

Qualifications

• Previous experience in a similar role would be desirable but not essential.

Responsibilities

• Ensure high level of engagement with customers.
• Support troubleshooting of IT related problems.
• Triage incidents accurately and in a timely manner.

Skills

Excellent communication and interpersonal skills

Strong analytical and problem solving skills

Self-motivated

Ability to work independently

Education

Recognised Information Systems or Technical Qualification

Job description

Why join us now?

DC Thomson is on an exciting transformation journey to growth. Our brands matter to people and we are passionate about sustaining meaningful relationships with the communities these brands serve.

Focused on creating brilliant content and experiences that inspire our audiences and communities.

ROLE SUMMARY

• Job Title: IT Helpdesk Analyst
• Contract Duration: 12-Month Fixed-Term Contract (The successful candidate will join us on an initial 12-month fixed-term contract with the opportunity for review and a strong possibility of the role becoming permanent, subject to business needs and individual performance.)
• Location: Dundee, Scotland, United Kingdom

We currently have a fixed-term position for someone looking to start their career journey in the IT department, initially for a year.

We are seeking an enthusiastic person to fill an IT Helpdesk Analyst role based full-time in our Meadowside office.

You will play a vital support role to our staff based around the UK and be part of a fully integrated and multi-skilled service support team, responsible for the support, administration and maintenance of DC Thomson’s Information Systems.

You will be responsible for supporting basic user issues, fulfilling service requests and onboarding new users into the business. As you will be the first point of contact for many users, you will be responsible for triaging incidents accurately and within a timely manner to a Senior Helpdesk IT Analyst.

Key Responsibilities:

• Ensuring that our customers receive a high level of engagement. This includes, creating a ticket for their issue and gathering all information possible, setting reasonable SLAs, updating notes and validating closures.
• Support troubleshooting of IT related problems from in-house software to hardware, such as, Laptops, PCs, Printers, etc.
• Troubleshoot basic network issues.
• Ensure that all tickets being triaged have full information and the desired outcome before assigning. As you will be passing the ticket on to different agents, it is your responsibility to gather the information required and inform the user that their ticket has been escalated.
• Ensure that when engaging with users, that they are made to feel important and that their issue, no matter how small, is relevant. Offer advice/quick overviews. Make our users feel that coming to Service Desk has been a good use of their time.
• Publishing support documentation to assist customers with requests for information and provide customer training if required.
• Basic Active Directory/Office 365 knowledge. Creating user accounts, reset passwords, create groups, etc.
• To arrange for external technical support where problems cannot be resolved in-house.

Knowledge, Qualifications, Skills and Experience:

• Previous experience in a similar role would be desirable but not essential
• A recognised Information Systems or Technical Qualification would be desirable but not essential
• Excellent communication and interpersonal skills
• Strong analytical and problem solving skills
• Self-motivated and ability to work independently
• Ability to work with users to understand requirements and translate them into functional and technical requirements and solutions

To apply for this role, please follow our online application process and submit a CV and cover letter.

This is a full-time, temporary position (12-month fixed-term contract), working 35 hours per week from our Meadowside/Dundee office. We offer a generous package including 34 days holiday, health cash plan, on-site gym, excellent pension, a competitive salary, and many more staff discounts and benefits.

We are an equal opportunity employer and encourage applications from everyone and do not discriminate on the basis of race, religion, gender, sexual orientation, age, marital status, disability or any other protected characteristics.

If you have any issues with your application, please email [e-mail]

Closing date for applications: Thursday, 2nd October 2025 at 16:00hrs

Please note that we reserve the right to close the vacancy early once we have received suitable applications. Therefore, please ensure you submit your application as early as possible to avoid disappointment.