Service Desk Analyst - Hearst Technology Services

At Hearst UK, there's always more to the story. Join us as our Service Desk Analyst to start the next chapter in your career.

Hearst UK is a leading premium content and experience business. We publish 20 brands including Good Housekeeping, ELLE, Harper's Bazaar, Cosmopolitan and Esquire. Our digital brands reach half of UK women and one in three of UK men every month, and our trusted content engages them wherever they are. We circulate over 26 million magazines a year, we reach on average 21.1 million UK digital unique users per month and have more than 32.4 million follows via our social media platforms.

Our licensed brand extensions include Country Living sofas, Esquire apparel and accessories. We also have a growing operation offering accreditation through the state-of-the-art testing facility at the Hearst Institute.

ABOUT THE ROLE

HTS supports over 14000 employees located throughout the country as well as international users. HTS-supported services include data centre operations, cloud services, disaster recovery services, ServiceDesk services/support, desktop support, premedia systems support, voice systems/services, systems administration, messaging services/support, A/V support, application development, and training.

As a Service Desk Analyst, this position provides technical software, hardware, and network problem resolution to all employees by performing question/problem diagnosis and guiding users through step-by-step solutions in a call centre environment. This role supports users over several inbound channels such as phone, chat, email, genius bar, and service portal requests. This position also escalates issues and requests that cannot be resolved to various level 2 and 3 resolver groups. This role reports to the ServiceDesk Manager.

• Work with and learn from best-in-class teams; our employees rock!
• Fast-paced and challenging projects
• Diverse and forward-thinking leadership
• Competitive salary, benefits, and training

ABOUT YOU

You should have the ability to deliver technical customer support over several channels such as phone, live chat, in-person, email, request portal for a call centre environment; identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between level one and level two end user problems; master new computer technology; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population.

• Position requires 3+ years of experience in the field of IT Service Desk or user Support
• Experience with PC/MAC OS and server platforms, Active Directory, SCCM, Casper, and Windows/MAC desktop applications is essential
• Experience with Desktop computer hardware, printers, and peripherals
• Experience with Mobile Device Support (Windows, IOS, Android)
• Understanding of basic Networking protocols
• Exceptional oral and written communication skills
• Provide support for Publishing and other business specific systems.
• Extensive knowledge of Adobe products (InDesign, Photoshop, Illustrator and acrobat.
• Font management software (UTC)
• Experience troubleshooting printing issue

WHAT WE OFFER

At Hearst UK, you can choose from a huge range of perks and benefits that can help you learn well, work well and live well including:

• 25 days' holiday (with the option to buy up to 5 additional holiday days) - pro rated for part-time or fixed-term employees
• Hybrid working model
• Discounted gym membership
• Healthcare cash plan
• Spend a charity day with your favourite good cause
• Life assurance and pension scheme
• Regular socials and more!

There's more to your story than you imagine. And the next chapter begins right here.

Hearst UK is deeply committed to using our influential brands to reflect the world we want to live in - one that respects, protects, represents and uplifts the voices and opinions of all people. As a business, we recognise the significant benefits of creativity, collaboration and innovation that comes with diverse teams. Not only is diversifying the voices in our organisation the right thing to do, but it also helps us to make powerful and exciting content that can be enjoyed by many more people. This is why we're working to build a sense of true belonging within our business and foster a culture in which everyone feels heard.