Overview
We are recruiting a Technology Support Analyst to join our growing Technology team on a permanent basis. This role is based in London and will require you to work onsite 5 days per week.
Reporting into the Technology Support Team Leader, you will 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.
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.
* Telephony, Self-service and Service Bar walk-up support: Provide 1st line support and diagnosis of incidents and service requests received by walk-up in Embassy Gardens & Vauxhall Bridge Road offices.
* Telephony, Self-service and Service Bar walk-up support: Promptly escalate incidents and requests to 2nd and 3rd line support where first contact resolution/first time fix is not possible.
* Deskside Support: Provide 2nd line support at the desks of our employees or in meeting rooms.
* Deskside Support: Provide Audio Visual assistance for meetings, including audio and video conferencing.
* Build & Asset Management: Provision, build, re-purpose & decommission the end-user mobile, laptop & desktop estate.
* Build & Asset Management: Manage hardware stock and loan equipment.
* Build & Asset Management: Maintain hardware & software inventory and asset control.
* Build & Asset Management: 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.
* General: Resolve incidents/service requests when first contacted whenever possible.
* General: Escalate incidents/service requests within agreed timescales, and keep users informed of progress.
* General: Close all resolved incidents, requests and other calls.
* General: Communicate with all users, keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
What you’ll bring
Essential Criteria
* Good knowledge and experience of working across Mac OS & iOS and Microsoft operating systems.
* Previous experience in a similar tech support customer-facing role.
* Exceptional customer service skills.
* 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.
* Strong desktop hardware skills.
* Experience of working both independently and in a collaborative team environment.
* Ability to commit to working 5 days per week onsite in London.
Desirable Criteria
* 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).
Application instructions
Please apply with your CV by 23:59 on Thursday 18th September. Applications will be reviewed on a rolling basis and the advert may close at any time. We would encourage you to apply as soon as possible.
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.
Salary
The salary for this opportunity is up to £30,000, depending on how your skills and experience align to the role, plus a generous bonus scheme and benefits.
Flexible/Hybrid 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.
The recruitment process: You can read about our recruitment process at https://www.penguinrandomhousecareers.co.uk/how-we-hire/
As a Disability Confident Committed organisation, we're part of the offer an interview scheme. This is where disabled applicants who meet the essential criteria for the role can opt in to get to the next recruitment stage. There may be some situations where volume of applicants means we can't take all eligible candidates to interview.
We encourage you to tell us about any reasonable adjustments you may need by emailing. Remember, you only need to share what you are comfortable to for us to support your request.
Please note, we are not able to accept agency CVs for this role. Any CVs sent speculatively will not be eligible for a fee.
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