Service Desk Analyst

The Financial Times is one of the world's leading business news organizations, recognized internationally for its authority, integrity, and accuracy. The FT has a record paying readership of one million, three-quarters of which are digital subscriptions. It is part of Nikkei Inc., which provides a broad range of information, news, and services for the global business community. We have offices in more than 35 cities, including London, New York, Hong Kong, Beijing, Manila, Sofia, San Francisco, and Tokyo.

The successful candidate will provide both 1st and 2nd line technical support for 300 staff locally and 2.5k FT staff globally. In addition to support work, there will also be involvement in project based work. The must-have quality required for this role is the ability to provide excellent customer service. 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. This role will be in a hybrid environment, so this will consist of working from our Bracken House office.

Main Duties and Responsibilities

• 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.
• To ensure that customers are provided with regular updates on fault diagnosis prior to resolution and follow up that the customer is fully satisfied.
• Escalate support queries to appropriate IT teams and work collaboratively 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.
• Handle both software and hardware installations, ensuring licensing procedures are followed, and help maintain a complete asset listing.
• 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.
• Opportunity to learn and contribute to cybersecurity.

Qualifications and Experience

Essential

• Ability to provide excellent customer service.
• Excellent communications skills.
• Ability to multitask and work well under pressure.
• Good knowledge of Windows 10 and Mac OSX
• Ability to support remote customers across different devices i.e. desktop, laptop, mobile, tablet, Mac etc.

Desirable

• Has previously worked in a customer focused role
• Knowledge of Google Workspace products
• Knowledge of Active Directory administration.

Person Profile

• Excellent organisational skills.
• Excellent communication skills, ability to understand customer issues and resolvethem 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 and contribute.

Further Information

A reasonable estimate of the salary range for this role is $27-29/hr. To ensure pay fairness, the successful candidate will be offered a wage within the estimated wage range based on a number of considerations including but not limited to: skill set; experience and training; certifications; and other business and organisational needs. The disclosed range estimate is for our NYC office and has not been adjusted for other locations

We are an equal opportunity employer, and will provide a reasonable accommodation to those who are unable to be vaccinated due to a sincerely-held religious belief or a medical disability where it does not pose an undue hardship on the Company.

At the FT, we know our most valuable resources are our people and we embrace our employees' unique skills, experiences, and perspectives. We are committed to providing an inclusive working environment for all. We are an equal opportunities employer that seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, veteran status, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. We aim to treat all employees in a fair and consistent manner, promote good working relationships to encourage high standards of conduct and performance within a work environment free from harassment, bullying, and discrimination. Please let us know if you require any adjustments 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, please contact a member of our HR team who will be happy to help.

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