IT Service Desk Analyst, The Financial Times

• The must-have quality required for this role is the ability to provide excellent customer service
• Ability to provide excellent customer service
• Excellent communications skills
• Ability to multitask and work well under pressure
• Good knowledge of Windows operating systems(11) and Mac OSX
• Ability to support remote customers across different devices i.e. desktop, laptop, mobile, tablet, Mac etc
• Excellent organisational skills
• Excellent communication skills, ability to understand customer issues and resolve them quickly and efficiently
• Good attention to detail
• Good desk-side manner
• Proactive approach to work
• Professional outlook and presentation
• Strong customer service focus
• Strong team player keen to learn, contribute and be supportive
• Perceptive and dedicated to team wellbeing and progress
• Ability to adapt to changes in procedures and absorb information quickly
• Shows curiosity and interest in IT

Desirable

• The successful candidate will provide both 1st and 2nd line technical support for 3k FT staff globally. In addition to support work, there will also be involvement in project based work
• The need to be able to talk with people in a confident, positive and reassuring manner should not be underestimated, as should the ability to multi-task and work well under pressure
• Provide telephone, remote and desk-side support to the business, both locally and globally when needed
• Manage calls and tickets within your team and your personal queue to ensure that SLA targets are met
• The UK based role covers 35 hours a week as part of a shift pattern covering Monday to Friday (between 08:00 and 18:00) and Bank Holidays (11:00 to 19:00) on a rota basis
• To ensure that customers are provided with regular and proactive updates on fault diagnosis prior to resolution and follow up that the customer is fully satisfied
• Escalate support queries as appropriate following the escalation process and working collaboratively with your colleagues and other teams where necessary to ensure timely resolution
• Perform user administration tasks on a host of end-user based applications and systems, both locally and globally
• To create and share knowledge with all members of the global team
• Consistently? contribute to team discussions and demonstrate commitment to process improvements
• Handle both software and hardware installations, ensuring licensing procedures are followed
• Help maintain our CMDB and follow our asset management processes and procedures
• Provide support to all mobile and end users devices, both FT and personally owned where appropriate
• Understand the full range of services that the Service Desk provides
• Develop and maintain a good understanding of the FT businesses and support priorities
• Contributing in meetings and sharing opinions

• 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