Helpdesk Analyst

The Support team provides helpdesk support to all our staff working on-premise or remotely, and client users experiencing issues with their use of Euromonitor digital services. There are two roles that Support team members fulfil, the Technical Services Analyst and the Digital Services Analyst.

The Technical Services Analyst works to provide service to our colleagues by responding to incidents and requests raised on RemedyForce in line with our standard working practices. A key part of the role is to ensure that all details of issues that are logged and the work done to resolve them is recorded on the system, so that all users of the global support team can see what activity has occurred on a ticket. The Technical Services Analyst takes responsibility for resolving first and second line issues whenever possible. An important element of the role is communication with internal users and the rest of the team to ensure that they are up to date with progress on requests.

The role of the Technical Services Analyst focusses on delivering and improving desktop services to our colleagues working in our offices or remotely. This role contributes to the delivery of project work designed to improve the services offered to our colleagues or to improve the efficiency and effectiveness of the team in delivering work. The Technical Services Analyst is accountable for the quality of the work delivered to colleagues.

Key responsibilities:

• Provisioning of desktop hardware and other devices for end users.
• Providing technical support for company devices and network connectivity.
• Installing and configuring software systems.
• Managing access to systems including the Microsoft 365 portfolio
• Responding to alerts raised by end point protection systems
• Ensuring colleagues can work anywhere and have a consistent experience
• VIP support and services for the Leadership team
• Managing access to information and controlling access to that information
• Ensuring work is carried out in line with security best practices
• Managing and maintaining meeting room equipment
• Managing and maintaining telephone equipment

Work will be managed by;

• Recording and responding to user queries using the support system.
• Maintaining ownership of user problems until a mutually satisfactory resolution is obtained.
• Escalating issues appropriately to other team members or other teams.
• Recording the details of investigations and fixes on the system.
• Highlighting persistent problems.
• Building documentation and KBAs to share knowledge across the team.
• Training colleagues in the use of new services.
• Participation in team meetings when required.
• Planning project work in partnership with the management team.
• Executing project work as agreed with the management team.
• Documenting progress on work items in Azure DevOps as agreed with the management team.

Requirements

Excellent communication skills - both verbal and written

Excellent organizational skills

Demonstrated experience of providing high quality customer support

Demonstrated experience supporting Microsoft 365

Understanding of digital product architecture

Experience working in Microsoft Azure environments would be beneficial

Experience troubleshooting web application and network connectivity issues

Capability to provide training on support related issues.

Knowledge of MS Office/Outlook.

Experience of troubleshooting Windows 10 and 11

ITIL Foundation certification

#LI-HYBRID #LI-TM1

Benefits

Why work for Euromonitor?

Our values

We act with integrity

We are curious about the world

We are stronger together

We seek to empower

We find strength in diversity

International: not only do we have a very multinational workforce in each office but we are all dealing with our 15 offices worldwide on a daily basis. With 15 offices globally there are regular opportunities for international transfer.

Hardworking but sociable: our staff know how to work hard but also how to enjoy themselves! We pride ourselves on creating an appropriate work-life balance, with flexible hours and regular socialising including frequent after work meet ups, summer and Christmas parties and a whole range of sports and other groups to be involved with.

Committed to making a difference: We think that people are looking for something worthwhile in a company beyond the workplace. Our extensive Corporate Social Responsibility Programme gives each member of staff two volunteering days a year in addition to holidays. It sees us reaching out into the local community with our mentoring, group volunteering, and fundraising initiatives as well as supporting international charities through our website sales, matching staff sponsorship fundraising, and carbon offsetting all our flights, amongst many other activities.

Excellent benefits: we offer highly competitive salaries, enhanced healthcare and pensions, plus generous holiday allowances and in many offices a Core Hours policy allowing flexible start and finish times to each day.

Opportunities to grow: we offer extensive training and development opportunities at all levels. The vast majority of our managers and directors have been promoted from within and many have moved across departments as well as upwards. We pride ourselves on identifying and rewarding talent.

Equal Employment Opportunity Statement:Euromonitor International does not discriminate in employment on the basis of race, colour, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability and genetic information, age, membership in an employee organization, or other non-merit factor.