Senior Desktop Support Technician

PA Media Group; Howden; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading media organization in Howden is seeking a Senior Desktop Support Technician to join their IT team. You will provide hands-on support for software and hardware issues, manage incidents, and assist during major events. This role requires excellent troubleshooting skills and a strong customer-focused attitude. Benefits include flexible working options and a pension scheme.

Benefits

5 weeks’ holiday plus bank holidays

Pension scheme with company match

Interest-free travel loan

Life Assurance

Flexible working options

Annual Wellbeing Day

Cycle to work scheme

Qualifications

• Experience of Desktop Support in a busy IS Department.
• Ability to communicate well to all levels of the business.
• Experience troubleshooting software issues on Windows 11.

Responsibilities

• Lead Desktop Support activities and manage team KPI's.
• Resolve incidents quickly to minimize impact to users.
• Configure laptops and support major events.

Skills

Desktop Support

Incident Management

Hardware Troubleshooting

Microsoft 365 Administration

Problem-Solving

Customer Focus

Job description

Overview

Role overview

About Us.

PA Media Group is the UK and Ireland’s national news agency and a trusted multi-media content provider for print, web, mobile, and broadcast. For over 150 years, we have delivered fast, accurate, and dynamic coverage of news, sport, entertainment and more. Our innovation continues today as we develop innovative solutions for our clients and deliver compelling experiences across multiple platforms.

Inclusion.

We’re working hard to ensure we provide an inclusive environment. As well as your skills and experience, we are also focused on who you are and what you can bring. We positively encourage agile and flexible working, so please speak to us during the process about what arrangements might work best for you.

If you require adjustments during the application process, please contact us.

The Role

As part of our IT team, we’re looking for a talented and proactive Senior Desktop Support Technician to be part of the Desktop Support Team based in Howden. The team consists of 8 staff, located across the 2 main PA Media Group sites. We provide software and hardware support to the business, both desk-side, and remotely.

This is a hands-on support role at the heart of our organisation, where no two days are the same. You will be a key player in our Desktop Support Team, providing responsive and high-quality technical support across our sites and remote teams.

Based in our Howden office, you will collaborate with a close-knit team supporting a wide range of users - from journalists on deadline to technical specialists on location.

Occasionally, you may travel to other UK sites or support high-profile events.

Key Responsibilities

• Leadership duties including supporting the Desktop Support Manager with performance management and ensuring team KPI’s are met
• Follow the defined ITIL process for Incident Management, quickly prioritising and resolving incidents, to ensure minimal impact to end users during busy periods
• Configure laptops, desktops and mobiles using enterprise deployment tools
• Support the major events pa are responsible for, such as Wimbledon, Elections and the Olympics
• Ability to communicate well to all levels of the business
• Managing projects and ensuring they are delivered on time
• Sharing knowledge and providing training for the team on any implementations

About You

We are looking for someone who brings both technical know-how and a customer-first mindset. You thrive in a busy, collaborative environment and enjoy solving problems that help people do their best work.

• Experience of Desktop Support working in a busy IS Department or other relevant work experience
• Work well in a team, adapt well to different situations and work well under pressure
• Experience using ITSM tools for Incident management
• Experience troubleshooting software issues on Windows 11
• Setup and troubleshoot mobile devices, iOS and Android
• Experience troubleshooting hardware issues and replacing hardware on both desktops, laptops
• An analytical, trouble-shooting mind-set, with a problem-solving personality
• Tenacity to go that extra mile to get the information it takes to understand a problem
• Customer focused necessary
• Security conscious
• Microsoft 365 administration

What We Offer

This role will offer you the opportunity to grow your skills in a supportive and forward-thinking team, working in an organisation that values innovation and collaboration.

You will also benefit from:

• 5 weeks’ holiday plus bank holidays
• Pension scheme with company match (up to 4%)
• Interest-free travel loan
• Life Assurance (4x salary)
• Flexible working options
• Annual Wellbeing Day
• Annual Volunteering Day
• Cycle to work and eye care voucher schemes
• Employee assistance programme