IT Service Desk Analyst

ENGINEERINGUK; South Africa; Hybrid; ZAR 300 000 - 450 000; Full time

Job summary

A leading company in the media sector is seeking a Service Desk Analyst to provide technical support to over 3,000 staff globally. This hybrid role involves managing incidents, providing customer-focused support, and ensuring service excellence. The ideal candidate will have strong communication skills and experience in a customer-facing support role. Join a diverse and inclusive workplace that values your contributions and offers opportunities for growth.

Benefits

Generous Annual Leave

Medical Cover

Inclusive Parental Leave Packages

Subsidised Gym Memberships

Qualifications

• Strong customer service orientation and communication skills.
• Proven ability to multitask and remain calm under pressure.
• Experience supporting remote users across various devices.

Responsibilities

• Provide telephone, remote, and desk-side support to users locally and globally.
• Manage incidents and service requests via ticket queues, ensuring SLA adherence.
• Administer user access across multiple platforms and systems.

Skills

Customer Service Orientation

Communication Skills

Multitasking

Proficiency with Windows

Experience Supporting Remote Users

Tools

Google Workspace

Active Directory

Job description

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View more categories View less categories Sector Media and Publishing Role Assistant Contract Type Permanent Hours Full Time

About Us
The Financial Times is one of the world's leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide. At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you're given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world. In our warm, collaborative culture, you'll connect with a diverse community of experts who support your growth, career aspirations and wellbeing. Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you'll discover new skills and forge a career that can take you anywhere. Build a newsworthy career at the FT.

Our Commitment to Diversity, Equity and Inclusion
We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.
The Role: Service Desk Analyst
Department: Technology
Location: UK
Reports To: Senior Service Desk Technician I

We are looking for a Service Desk Analyst to provide 1st and 2nd line technical support to over 3,000 FT staff globally. You'll play a key role in ensuring that our internal technology users receive fast, effective, and customer-focused support, and will also be involved in project-based work. This is a hybrid role based in our Bracken House office in London.
Key Responsibilities

• Provide telephone, remote, and desk-side support to users locally and globally.
  
• Manage incidents and service requests via ticket queues, ensuring SLA adherence.
  
• Work a 35-hour week as part of a shift rota (Monday to Friday, 08:00-18:00, and Bank Holidays, 11:00-19:00).
  
• Deliver regular and proactive updates to users on issue progress and resolution.
  
• Escalate issues appropriately and collaborate for efficient problem-solving.
  
• Administer user access across multiple platforms and systems.
  
• Share knowledge and best practices across the global Service Desk team.
  
• Install hardware and software, adhering to licensing requirements.
  
• Maintain CMDB accuracy and asset management compliance.
  
• Support a range of end-user and mobile devices, including BYOD where suitable.
  
• Maintain awareness of the full range of Service Desk services.
  
• Develop a working understanding of FT's business priorities and user needs.
  

Required Skills and Experience
Essential:

• Strong customer service orientation and communication skills.
  
• Proven ability to multitask and remain calm under pressure.
  
• Proficiency with Windows 10/11 and Mac OSX.
  
• Experience supporting remote users across various devices.
  

Desirable:

• Previous experience in a customer-facing support role.
  
• Familiarity with Google Workspace.
  
• Knowledge of Active Directory administration.
  

Person Attributes:

• Highly organised and detail-oriented.
  
• Strong team player with a proactive approach.
  
• Professional demeanour and a commitment to high-quality service.
  

What's in it for You?
Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are available here. We've embraced a 50% hybrid working model (averaging two to three days onsite) that fosters trust and remote adaptability while encouraging in-person camaraderie and peer learning. Additionally, we are open to accommodating specific flexible working pattern requests for all roles where feasible.

Accessibility
We are a disability confident employer and Valuable 500 signatory. Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email [e-mail] and a member of our team will be happy to help.

Further Information
At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications. Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all.



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Company

The Financial Times is one of the world’s leading news organisations, recognised internationally for its authority, integrity and accuracy. It is part of Nikkei Inc., which provides a broad range of information, news and services for the global business community.

At the FT, we aim for employees across all regions to have a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work and have the flexibility they need to meet their personal needs. We’ll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

Discover what makes the FT a great place to work

We value all our people, and offer:

We offer confidential career coaching, mentoring and a range of training courses, including a development programme designed for women.

Communities

We support employee-led networks to connect and empower individuals across the organisation.

FT Access aims to transform attitudes and provide a positive working environment for people with disabilities. FT Access works with external organisations and charities creating supported internships, work experience projects and events.

The FT is proud to be a [Disability Confident Employer] We are committed to ensuring our recruitment process is inclusive and accessible by offering interviews to disabled people, anticipating and providing reasonable adjustments as required and supporting employees who acquire a disability or long term health condition.

Accessibility

We aim to provide an accessible website for all our employees and customers. Our website is accredited by the Digital Accessibility Centre.

We offer flexible working arrangements, including flexi leave, parenting leave and paid volunteer leave.

Recruitment and selection

We require 50/50 male/female shortlists for all roles to ensure inclusive recruitment practices.

Volunteering opportunities

We offer a range of volunteering opportunities for employees, including a Volunteering Matters reading programme for young people from disadvantaged backgrounds.

Returning to work

We provide structured coaching support before, during and after family leave so our people can return to work with confidence.

We provide training for our leaders and senior managers to help embed good practices around equality, diversity and inclusion.

See an example of one of our talented disabled employees here

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