2nd Line Service Desk Analyst

Who we are and what we do

About Hachette UK

Hachette UK is a creative powerhouse and the UK\’s second largest book publishing group. Our mission is to make it easy for everyone to discover new worlds of ideas, learning, entertainment and opportunity.

We\’re made up of 11autonomous publishing divisions and over 60 imprints with a rich and diverse history and an incredible range of authors. We\’re also the market leader in e-books and publish a range of bestsellers in audio format, the fastest growing part of our business.

Our award-winning adult publishing divisions are Orion, which won Publisher of the Year at the 2021 British Book Awards; Little, Brown; John Murray Press; Hodder & Stoughton; Headline; Quercus; Octopus, and Bookouture. They publish fiction and non-fiction in digital, audio and print format, from the world\’s best and most diverse authors, including Brit Bennett, Candice Carty-Williams, Martina Cole, Michael Connelly, John Grisham, Stephen King, Stieg Larsson, Nelson Mandela, Stephenie Meyer, Maggie O\’Farrell, Delia Owens, Ian Rankin, J.K. Rowling, Colson Whitehead, and Malala Yousafzai. Hachette Children\’s Group publishes a wide and vibrant range of books for children across all age ranges, while Hachette Learning is a market leader in resources for both primary and secondary schools.

Hachette UK is part ofHachette Livre, the world\’s third largest trade and educational publisher. As well as our headquarters in Carmelite House, London, and our state-of-the-art book distribution centre in Didcot, Oxfordshire, we have recently opened five new offices in Manchester, Bristol, Sheffield, Newcastle, and Edinburgh. The UK region also includes offices in Australia, New Zealand, India, Singapore, the Caribbean, and Ireland.

It\’s an exciting time to join our business because the publishing market continues to grow and thrive. The UK remains the largest exporter of physical books in the world and book adaptations for film and TV are the foundation of the UK\’s creative industries.

What you\’ll be doing

Key Responsibilities

• Provide outstanding customer service to all customers and ensure they receive an amazing experience in every contact with the IT Service Desk.
• Deal with inbound calls and emails from customers with technical issues and requests in a timely manner, capturing detailed information into the IT Service Management tool for each call.
• Ensure that tickets are logged, prioritised and categorised correctly.
• Provide regular updates to customers and ensure ongoing communication is maintained throughout the life of the call, setting expectations appropriately at each communication point and ensuring that calls are only set to ‘resolved’ on confirmation from the customer.
• Manage personal workload, ensuring that all tickets are updated regularly.
• Work well with other team members and other teams as required.
• Incident Management:Manage and resolve incidents and service requests in a timely manner, ensuring adherence to SLAs.
• Problem Resolution:Diagnose and resolve complex technical issues, escalating to third-line support or external vendors when necessary.
• Technical Support: Provide second-line support for all IT-related issues, including hardware, software, and network troubleshooting. Perform system builds/re-builds, software installation, upgrades and patch management on PCs, laptops and peripherals as required.
• User Onboarding: Facilitate the onboarding process for new users, including configuring devices, and providing initial training.
• User Support: Assist end-users with technical queries and provide guidance on best practices for using IT systems and applications. Provide outstanding customer service to all customers and ensure they receive an amazing experience in every contact with the IT Service Desk. Provide regular updates to customers and ensure ongoing communication is maintained throughout the life of the call, setting expectations appropriately at each communication point and ensuring that calls are only set to ‘resolved’ on confirmation from the customer.
• System Maintenance: Perform regular maintenance and updates on IT systems, ensuring optimal performance and security.
• Documentation: Maintain accurate and up-to-date documentation of incidents, resolutions, and IT procedures.
• Collaboration: Work closely with Team Leads and other IT team members and departments to ensure seamless IT operations and support.
• Subject Matter Expert: Provide support to junior staff and end-users to enhance their technical skills and knowledge.
• Continuous Improvement: Identify opportunities for process improvements and contribute to the development of IT policies and procedures.
• Meeting Room Checks: Conduct regular checks and maintenance of meeting room equipment to ensure functionality and readiness for use.
• Conduct site visits to National Offices as and when required.
• Build strong working relationships with site leads and user base.

NB: The above list is not exclusive or exhaustive and the job holder may be required to undertake such other duties as may reasonably be required

Who we are looking for

For our ideal candidate, we are seeking:

Skills/Knowledge:

• Customer Focus: Excellent customer service skills with a strong focus on delivering a positive user experience. with the ability to deliver first call resolution to non-office-based customers. Perform triage with limited knowledge of the Customer’s environment. The ability to perform triage on a Windows laptop and Mac laptop to the required level.
• Communication: Strong written and verbal communication skills, both face-to-face and over the telephone. Clear and concise telephone communication is essential.
• Attention to Detail: Keen focus on accuracy and thoroughness in all tasks.
• Technical Skills: Proficient in troubleshooting and administration of laptops, desktops, tablets, smartphones, printers, Microsoft Windows (Windows 10 /11), MAC OS, Microsoft Intune and Microsoft Office.
• Microsoft Office 365: Familiarity with the Office 365 suite, including Teams, SharePoint, OneDrive, Threat Management, and Power Automate.
• Adobe Creative Cloud: Knowledge of Adobe Creative Cloud applications and fonts.
• Networking: Basic understanding of networking, particularly Local Area Networks (LAN), DNS, and DHCP.
• Self-Motivation: Ability to work independently and as part of a team, demonstrating strong problem-solving and analytical skills.
• Time Management: Excellent personal time-management and prioritisation skills.
• Documentation:Ability to follow existing documentation to complete tickets accurately.

Experience:

• Customer Service:Experience in customer service with a basic understanding of ITIL principles.
• Problem Solving:Demonstrable problem-solving and analytical skills.

Qualifications

• ITIL 4 Foundation – desirable

Other Requirements

• Travel to other Hachette sites as and when required.
• To build a good working knowledge of Hachette UK IT environments and applications.

Personal attributes that are essential to achieve the outputs

• Positive, flexible and with a can-do attitude at all times.
• Fully focused on Customer Service Excellence – meeting and exceeding the customers’ expectations.

Requirements:

• Proven experience with 1st and 2nd Line Service Desk Engineer or similar role.
• Strong knowledge of IT systems, hardware, software, and networking.
• Excellent problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team.
• Strong communication and interpersonal skills.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Azure Fundamentals) are a plus.

What we offer

Our staff are our greatest asset, and our benefits reflect this:

• 28 annual leave days per year, increases to 29 days after 2 years\’ service and goes up to 30 days after 5 years\’ (+ bank holidays)
• Private medical insurance
• Dental insurance
• Generous pension schemes
• Rent deposit loans
• 2 community days per year
• Summer hours (finishing at 1pm on Fridays during the summer months)
• Retail discounts through Hachette rewards
• Cycle to Work scheme
• Eye care vouchers
• Wide-ranging training library
• Development programmes (including mentoring)
• Up to 70% off book purchases
• A charity bookshelf
• 12 Staff-led employee networks that are voluntary, includingGender Balance, Thrive, Pride, All Together, Wellbeingand religious networks
• Season ticket loans
• And much more!

This role will be based in our Sheffield office 5 days a week. And you will be required to travel to our regional and national offices as needed. Included but not limited to London, Sheffield, Edinburgh, Newcastle, Manchester or Bristol.

Our commitment

Hachette employs people on the basis of their abilities. We aim to attract and develop talent from a base as broad as the world of readers we want to reach, with a wide and representative range of age, faith, disability, race, gender, sexuality and socio-economic, regional and cultural backgrounds.

If you are shortlisted and need us to make any adjustments to help you attend for interview, please let us know.

The Book Trade Charity offers financial support to people looking to enter the book trade but who may struggle to afford the costs of attending interviews and undertaking junior roles. For more information visitwww.booktradeentrysupport.org

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