IT Service Desk Analyst

TL;DR

IT Service Desk Analyst: Providing 1st and 2nd line technical support for global staff with an accent on resolving hardware and software issues across Windows and Mac environments. Focus on maintaining high customer satisfaction, managing ticket queues, and performing user administration within a hybrid 50% onsite model.

Location: Must be based in London, UK (Hybrid role at Bracken House)

Company

A globally renowned business news organization, part of Nikkei Inc., with a strong emphasis on digital subscriptions and high-integrity reporting.

What you will do

• Provide desk-side, remote, and telephone technical support for 3,000 global staff.
• Manage incident tickets to ensure SLA targets are met.
• Handle software and hardware installations while following strict licensing procedures.
• Perform user administration across internal applications and systems.
• Maintain the Configuration Management Database (CMDB) and follow asset management processes.
• Support mobile and end-user devices including tablets and laptops.

Requirements

• Must be based in or able to commute to London, UK.
• Proven experience in providing excellent customer service.
• Strong knowledge of Windows 11 and Mac OSX.
• Ability to multitask and work effectively under pressure.
• Excellent communication and interpersonal skills.
• Willingness to work a shift pattern between 08:00 and 18:00, including Bank Holidays.

Nice to have

• Experience in a customer-focused support role.
• Knowledge of Google Workspace and Active Directory administration.
• Awareness of using AI tools like ChatGPT or Gemini for support.

Culture & Benefits

• 50% hybrid working model (2-3 days onsite).
• Generous annual leave and medical cover.
• Inclusive parental leave packages.
• Subsidized gym memberships.
• Inclusive and fast-paced environment supporting career growth.