Technology Support Analyst (FTC)

Bertelsmann; London Borough of Wandsworth; Presencial; GBP 35.000 - 43.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Bonus scheme

Benefits

Descripción de la vacante

Penguin Random House in London is seeking a Technology Support Analyst for a 6-month fixed-term contract, onsite five days a week. You will deliver first-line IT support, manage walk-up deskside requests, and assist with AV for meetings while building assets and logging incidents.

You’ll work with MacOS, iOS, Microsoft OS, ITIL/ITSM tools, and aim for rapid resolutions and excellent customer service. Join a collaborative Technology team supporting internal stakeholders and offices in Embassy

Formación

• Good knowledge of Mac OS & iOS and Microsoft operating systems.
• Experience in a similar tech support customer-facing role.
• Experience in set up and configuration of mobile devices (phones & tablets).
• Knowledge of ITIL framework, ServiceNow or other ITSM toolset.
• Experience of writing documentation and using document management systems.
• Experience of working independently and in a team environment.
• Ability to commit to five days per week onsite in London.
• Experience of MS Office 365.
• Experience of a walk-up type tech support bar.
• Knowledge of printing and scan technology environments.
• Working knowledge of network topologies, server infrastructure, MS server OS and AD.

Responsabilidades

• Provide 1st line support and diagnose incidents and service requests via email, phone, self-service and alerts.
• Provide 1st line support for walk-up in Embassy Gardens & Vauxhall offices.
• Escalate incidents to 2nd/3rd line when first contact resolution is not possible.
• Provide 2nd line support at desks or meeting rooms.
• Provide Audio Visual assistance for meetings and conferencing.
• Log all incident details and assign prioritisation codes.
• Resolve incidents when possible and close resolved tickets.
• Communicate progress and outages to users.

Conocimientos

Mac OS & iOS knowledge

Microsoft operating systems

ITIL framework

ServiceNow/ITSM tools

Documentation writing

Independent & team work

Five days onsite London

MS Office 365

Walk-up tech support

Print/scan tech knowledge

Network/Server basics

Herramientas

VMware

AD & group policies

Descripción del empleo

We have a new opportunity for a Technology Support Analyst to join our team in London on a 6 month fixed term contract basis (to cover a period of parental leave). This role will require you to work onsite 5 days per week.

Reporting into the Technology Support Team Leader, you’ll work to provide excellent customer service and delivery of our support portfolio to our customers and internal stakeholders. In this busy and collaborative team, you will take the lead on receiving, prioritising, documenting and actively resolving customer issues and requests, whilst maintaining the highest level of customer service standards.

You’ll be assigned to support different dedicated functions on a rotational basis (for example, our walk-up tech support bar or deskside support), and will need to be confident in applying your skills and expertise in a variety of settings. To be successful in this role, you’ll need to be organised with the ability to work under your own initiative and prioritise tasks according to urgency or business impact. You’ll be able to pick up new systems and ways of working quickly, and will have a curious mindset with a willingness to learn.

About the team

The Technology team provides expertise and effective solutions to Penguin Random House. We integrate flexibility and agility which supports our consistent way of working. We set ourselves up for success by holding ourselves accountable and welcoming change. Each member of the Technology team brings skill and initiative to their role; we take personal ownership within a one team culture, working collaboratively to meet expectations from our stakeholders who trust us to deliver.

The role

Key responsibilities:

Telephony, Self-service and Service Bar walk-up support

• Provide 1st line support and diagnosis of incidents and service requests received via email, telephone, self-service and through automated alerts.
• Provide 1st line support and diagnosis of incidents and service requests received by walk-up in Embassy Gardens & Vauxhall Bridge Road offices.
• Promptly escape incidents and requests to 2nd and 3rd line support where first contact resolution/first time fix is not possible.
• Provide 2nd line support at the desks of our employees or in meeting rooms.
• Provide Audio Visual assistance for meetings, include audio and video conferencing.

Build & Asset Management

• Provision, build, re-purpose & decommission the end-user mobile, laptop & desktop estate.
• Manage hardware stock and loan equipment.
• Maintain hardware & software inventory and asset control.
• Ensure devices are issued and decommissioned in compliance with all security requirements.

General

• Log all relevant incident/service request details, allocating categorisation and prioritisation codes.
• Resolve incidents/service requests when first contacted whenever possible.
• Escalate incidents/service requests within agreed timescales, and keep users informed of progress.
• Close all resolved incidents, requests and other calls.
• Communicate with all users, keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.

What you’ll bring

• Good knowledge and experience of working across Mac OS & iOS and Microsoft operating systems.
• Previous experience in a similar tech support customer-facing role.
• Experience in the set up and configuration of mobile devices (smart phones & tablets).
• Good knowledge of working to the ITIL framework, ServiceNow or other ITSM toolset.
• Experience of writing documentation and use of document management systems.
• Experience of working both independently and in a collaborative team environment.
• Ability to commit to working 5 days per week onsite in London.
• Experience of MS Office 365.
• Experience of a ‘walk-up’ type tech support bar.
• Experience of follow me printing technology, print server configuration and associated software.
• Working knowledge of network topologies, server infrastructure, MS server operating systems, MS Exchange server products, VMware and AD (including group policies).

Please note we are looking for someone to join the team as soon as possible, but we are also happy to accommodate a reasonable notice period for the right candidate.

The salary for this opportunity is up to c.£39,000, depending on how your skills and experience align to the role, plus a generous bonus scheme and benefits.

AI

Here at Penguin, we believe in the power of authenticity and human creativity. When you apply for a position, we want to encourage you to showcase your unique voice. Throughout our recruitment process, please share your own thoughts, experiences, and skills. This helps us get a true sense of who you are and what you might bring to our team.

We celebrate creativity and diverse perspectives, so please be yourself! While we recognise AI tools can be helpful, we recommend using them thoughtfully to ensure your responses reflect you.

Disability Confident

As a Disability Confident Committed organisation, we offer interviews to candidates with a disability who meet the essential criteria for the role, and opt-in on their application form. The essential criteria for this role are listed as part of the ‘What you’ll bring’ section. There may be times when the volume of applications means we cannot take all eligible candidates to interview.

We encourage you to tell us about any reasonable adjustments you may need by emailing [e-mail] . Remember, you only need to share what you are comfortable with, for us to support your request.

Flexible Working

For this role we expect that you will work from our Embassy Gardens and Vauxhall Bridge Road offices in London 5 days per week on a rotational shift basis.

Additional Information

Disclosure requirements pertaining to the collection of your personal data:

Responsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated. The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.

The retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process. You can find these here .

You can contact the company’s Data Protection Officer at the above-mentioned postal address.

Further information on data protection and your rights can be found here .