At a Glance
- Tasks: Diagnose and resolve tech issues for desktop environments and end-user devices.
- Company: Join a leading publishing company with a commitment to diversity and inclusion.
- Benefits: 28 days annual leave, private medical insurance, and generous pension schemes.
- Other info: Enjoy summer hours, community days, and extensive training 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.
What you will be doing:
- 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.
Who we are looking for:
We are looking for two Desk Analysts, one with an iOS background and another with a Windows background.
What 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 elevate 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-range 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.
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. 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.
Deskside Analyst 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.
StudySmarter Expert Advice🤫
We think this is how you could land Deskside Analyst
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by practising common technical questions related to desktop support. We recommend setting up mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Show off your troubleshooting skills during the interview! Be ready to walk through how you’d resolve specific technical issues, as this will demonstrate your problem-solving abilities and hands-on experience.
✨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 our team.
We think you need these skills to ace Deskside Analyst
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 and verbal communication skills. Use clear language in your application and provide examples of how you've effectively communicated with both technical and non-technical users in the past.
Detail Your Troubleshooting Experience:We love a good problem solver! In your application, make sure to detail your troubleshooting experience, especially in an SLA-driven environment. Share specific examples of how you've diagnosed and resolved technical issues to show us you're the right fit.
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 what we do at StudySmarter!
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 applications like Outlook and Teams.
✨Showcase Your Customer Service Skills
Since the role involves supporting users, practice how you communicate technical information clearly and professionally. Think of examples where you've successfully resolved user issues and kept them updated throughout the process.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you'd handle specific technical problems or user scenarios. Prepare by thinking through past experiences where you diagnosed and resolved issues, and be ready to explain your thought process.
✨Highlight Collaboration Experience
This role requires working with various IT teams, so be prepared to discuss how you've collaborated in the past. Share examples of how you contributed to team efforts, whether it was through knowledge sharing or supporting service improvements.
