IT Service Desk Analyst, Financial Times

Salary not provided

Windows

Google Workspace

Entry and Junior level

London

2-3 days a week in office (Bracken House, London)

Global business publication

Posted today

Global business publication

1001+ employees

B2CB2BPublishingContentDigital MediaMedia

Posted today

Salary not provided

Windows

Google Workspace

Entry and Junior level

London

2-3 days a week in office (Bracken House, London)

1001+ employees

B2CB2BPublishingContentDigital MediaMedia

Company mission

The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future.

Job

Company

Role

Who you are

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

Desirable

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

What the job involves

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

Salary benchmarks

Our take

Founded in 1888, the FT has grown into one of the world's biggest online and broadsheet economics and business news providers. It has a strong focus on financial journalism and economic analysis, and provides this essential analysis to companies and individuals across the world.

As well as economics and business, the FT also offers sections on opinion, life and arts, how to spend, and more. In 2022, six of its writers won awards in science, data and investment categories, illustrating the breadth and quality of the FT’s journalism.

The company adapts well to changes in the market to maintain its readership. For example, it recently launched a digital hub and weekly newsletter called Cryptofinance to shine a light on the digital asset industry and how innovations are rippling into mainstream finance.

The FT Group employs more than 2300 people worldwide, including 700 journalists in 40 countries. It includes the FT, FT Specialist, and a number of services and joint ventures. FT's focus on providing impartial, high-quality content has gained it a record-paying readership of over a million, three-quarters of which are digital subscriptions.

Steph

Company Specialist at Welcome to the Jungle

Insights

52% female employees

23% employee growth in 12 months

Glassdoor (4.4)

Company

Company benefits

A range of training courses as well as confidential career coaching and mentoring
Flexibility - working from home, job sharing, compressed weeks, and flexible working hours
Enhanced parental leave, flexible leave allowance and paid volunteer leave
Pension contribution
Local health coverage plans
Gym memberships and healthcare schemes, professional counselling sessions, 24-hour employee wellbeing helpline, weekly meditation classes
Financial wellbeing products and services

Company values

Ambition
Curiosity
Integrity
Trust
Inclusion
Subscriber focus

Company HQ

City of London, London, UK

Articles

Six FT writers win awards for science, data and investment journalism

Financial Times launches Microsoft Teams app

Being a Principal Engineer in Customer Products at the FT

A new homepage for FT readers

Our hiring and selection process at the FT

Leadership

John Ridding

(CEO)

After studying for a degree in PPE at Oxford, John worked as Chairman of Pearson Asia, as well as editor of the FT in Asia. In 2006, he was appointed CEO of the FT Group.

Roula Khalaf

(Editor)

Following a degree at Columbia University and four years at Forbes, Khalaf joined the FT in 1995 as Associate Editor and Middle East Editor. Since January 2020, she has served as Editor.

Diversity, Equity & Inclusion at Financial Times

Yasir Mirza (Global Head of Diversity & Inclusion)

D&I annual report
Reporting pay gaps
Next generation board
Employee networks, including Proud FT, FT Embrace, FT Women, FT Families, FT Sustainability, FT Mental Health and FT Access,

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