At a Glance
- Tasks: Diagnose and resolve tech issues for desktop environments and end-user devices.
- Company: Join Hachette, a leading name in the book trade with a vibrant culture.
- Benefits: Enjoy 28 days of leave, private medical insurance, and generous pension schemes.
- Other info: Collaborative environment with excellent training and development opportunities.
- Why this job: Be part of a dynamic team improving user experience and service quality.
- Qualifications: Experience in 2nd line support for Windows and Apple devices is essential.
The predicted salary is between 30000 - 40000 £ per year.
Diagnosing and resolving technical issues relating to desktop environments, end-user devices, enterprise applications and core IT services.
Acting as a point of escalation for more complex issues from first‐line support where appropriate.
Escalating unresolved incidents to senior technical teams or third‐line support with clear troubleshooting information and supporting evidence.
Supporting users with technical issues in a professional and customer‐focused manner, providing clear communication and regular updates throughout the incident lifecycle.
Working collaboratively with wider IT teams to support issue resolution, operational activities and service improvements.
Creating and maintaining accurate documentation within the service management system, including troubleshooting steps and resolutions.
Contributing to knowledge sharing and supporting the creation or maintenance of knowledge base articles where appropriate.
Supporting problem investigation activities by identifying recurring issues and escalating trends or service concerns to senior team members.
Contributing to continuous improvement initiatives to enhance service quality, user experience and operational efficiency.
We are looking for two Desk Analysts, one with an iOS background and another with a Windows background. The successful candidate will demonstrate:
- Experience providing 2nd line technical support within an SLA‐driven environment.
- Experience supporting Windows laptops and Apple Mac devices, including hardware troubleshooting, device setup and user support.
- Experience supporting Microsoft 365 technologies including Outlook, Teams, OneDrive and SharePoint.
- Experience supporting Apple technologies and macOS features, including user account support, software installation and device configuration.
- Experience supporting Active Directory, Azure Active Directory (Entra ID), password resets and user access management processes.
- Experience supporting endpoint management and device deployment technologies such as Intune, SCCM, JAMF or equivalent management platforms.
- Understanding of networking fundamentals including TCP/IP, DNS, VPN connectivity and Wi‐Fi troubleshooting.
- Experience supporting enterprise applications, software installations and desktop configurations within a corporate environment.
- Understanding of IT service management processes including incident, request and problem management.
- Ability to troubleshoot and resolve technical issues independently and escalate more complex incidents where appropriate.
- Experience supporting remote working technologies, MFA and endpoint security tools.
- Ability to prioritise workload effectively and manage multiple incidents within agreed SLA targets.
- Strong written and verbal communication skills with the ability to communicate effectively with both technical and non‐technical users.
- Ability to work collaboratively with colleagues, wider IT teams and third‐party support providers where required.
Personal Attributes/Skills:
- Technical troubleshooting and incident resolution
- Customer service and stakeholder communication
- Incident and service request management
- Problem solving and analytical thinking
- Collaboration and teamwork
- Documentation and knowledge sharing
- Prioritisation and workload management
- Continuous service improvement
- Attention to detail
What we offer:
- 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
- An active range of staff‐led employee networks that are voluntary, including AgeWise, Gender Balance, Thrive, Pride, All Together, Wellbeing, Women in Tech and religious networks
- Season ticket loans
- And much more!
The role will be based at our London office 5 days per week.
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.
We want everyone to have the opportunity to perform at their best during our recruitment process. If you need any adjustments, you can let us know at the 'Reasonable Adjustments' section of your application. We'll make sure you're supported throughout the process.
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 visit www.booktradeentrysupport.org
Deskside Analyst in City of Westminster employer: Hachette UK
Hachette is an exceptional employer, offering a vibrant work culture in the heart of London where collaboration and continuous improvement are at the forefront. With generous benefits including 28 days of annual leave, private medical insurance, and extensive training programmes, employees are empowered to grow both personally and professionally. The company fosters an inclusive environment with active employee networks, ensuring that every voice is heard and valued, making it a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Deskside Analyst in City of Westminster
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Hachette on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss troubleshooting steps for both Windows and Apple devices, as well as your experience with Microsoft 365 technologies.
✨Tip Number 3
Show off your customer service skills! Be ready to share examples of how you've handled difficult situations with users in the past. Remember, they want someone who can communicate clearly and keep users updated throughout the incident lifecycle.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team.
We think you need these skills to ace Deskside Analyst in City of Westminster
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Deskside Analyst role. Highlight your experience with technical support, especially with Windows and Apple devices, and any relevant tools like Intune or SCCM. We want to see how your skills match what we're looking for!
Show Off Your Communication Skills:Since you'll be supporting users, it's crucial to demonstrate your strong written communication skills. Use clear and concise language in your application, and maybe even share an example of how you've effectively communicated technical issues to non-technical users.
Highlight Problem-Solving Experience:We love candidates who can troubleshoot and resolve issues independently. In your application, mention specific instances where you identified and solved technical problems, especially in a fast-paced environment. This will show us you're ready for the challenges of the role!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about StudySmarter and what we stand for!
How to prepare for a job interview at Hachette UK
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows and iOS systems. Be ready to discuss troubleshooting steps for common issues and demonstrate your understanding of Microsoft 365 technologies, as well as any relevant endpoint management tools like Intune or JAMF.
✨Showcase Your Customer Service Skills
Since the role involves supporting users, it's crucial to highlight your customer service experience. Prepare examples of how you've effectively communicated with both technical and non-technical users, and how you've managed incidents while keeping users informed throughout the process.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about specific technical problems you've solved in the past. Think of a few scenarios where you identified recurring issues and how you escalated them appropriately. This will show your analytical thinking and ability to contribute to continuous improvement initiatives.
✨Collaborate and Communicate
This role requires teamwork, so be prepared to discuss how you've worked collaboratively with IT teams in the past. Highlight your experience in documenting processes and sharing knowledge, as this is key to maintaining accurate records and improving service quality.
