Technology Support Analyst (12-month FTC)

Our Technology Support team are recruiting for a Technology Support Analyst to join their Technology Support function based in London, on an initial 12-month FTC.

The role involves working as part of a collaborative team and reporting into the Technology Support Team Leader for London. You will be a key team member within our wider Technology Support Function, made up of 15 Technology Support Analysts across London, Essex and Lincolnshire. Your role is to ensure excellent delivery of our support portfolio to our customers and stakeholders so that they can accomplish business tasks.

Within this busy environment, you would need to receive, prioritise, document and actively resolve customer issues and requests whilst striving to deliver the highest level of customer service. Incident resolution may involve the use of diagnostics and help request tracking tools as well as require you to provide in-person, hands-on help at desktop level. Our workforce uses both Windows and Mac, so we’re looking for our Technology Support Analysts to be proficient in a number of toolsets for both operating systems. You will be assigned dedicated functions on a rotational basis to ensure consistent delivery of service and to meet operational demands. The role will include Telephony & Self-Service support, Deskside Support & Build Asset Management.

Key responsibilities:

• Provide 1st line support and diagnosis of incidents and service requests received via email, telephone, self-service and through automated alerts.
• Prompt escalation of incidents and requests to 2nd and 3rd line support where first contact resolution or a first-time fix is not possible.
• Where appropriate, provide 2nd line support at the desks of our employees or in meeting rooms.
• Provide Audio Visual assistance for meetings, including audio and video conferencing.
• Provision, build, re-purpose & decommission the end-user mobile, laptop & desktop estate.
• Management of hardware stock and loan equipment.
• Maintain hardware & software inventory and asset control.
• Ensure devices are issued & decommissioned in compliance with all security requirements.
• Logging all relevant incident/service request details, allocating categorization and prioritization codes.
• Resolving incidents/service requests or escalating incidents/service requests within agreed timescales.
• Closing all resolved incidents, requests and other calls in a timely manner.
• Participate in an on-call out of hours support rota when necessary.

What you will bring:

• Exceptional customer service skills with a real first-in-class service mind-set.
• Experience of Apple Mac, Microsoft desktop operating systems and the MS Office suite.
• Experience of Apple OSX & iOS with basic troubleshooting.
• Experience of the setup and configuration of mobile devices (smartphones and tablets).
• Experience of working independently and in a team environment.
• Ability to effectively prioritise and execute tasks in a busy environment.
• Proven analytical and problem-solving abilities.
• Keen attention to detail.
• High standards of professionalism.

Preferred criteria:

• Previous experience in a customer-facing role, preferably in Technology Support.
• Experience of SCCM would be beneficial.
• Experience of printer management applications would be beneficial.
• Ability to troubleshoot both hardware and software.
• Experience of ServiceNow or similar ITSM tool sets would be beneficial.
• Experience with basic network troubleshooting e.g. patching would be beneficial.
• A strong interest in having a career in Technology.

Please note this is a colleague-facing role, based in our office in London across 5 days a week, as there are activities that you will need to support in-person. We are happy to discuss this arrangement with you during your recruitment process.

Application instructions:

Please apply with your CV by 11:59pm on Sunday 8th June. We are looking for someone to join the team as soon as possible, but we are also happy to accommodate a reasonable notice period for the right candidate. We anticipate a two-stage interview process which will include a virtual first-stage interview and in-person second stage interview.

What you can expect from us:

£30,000 - £35,000 dependent on how your skills and experience align to the role, plus bonus and benefits. Our people are the heart of our business, and we work hard to support a culture of responsibility and recognition.

About Penguin:

We’re the UK’s largest publisher; made up of some 2,000 people and publishing over 1,500 books each year. Our doors are open to all kinds of talent. In a constantly evolving industry, we work hard to stretch the definition of the word publisher. Here, you’ll work with a breadth of talent who all play their part to make each of our books a success. Together, we make books for everyone because a book can change anyone.

The recruitment process:

As a Disability Confident Committed organisation, we offer interviews to candidates with a disability who meet the essential criteria for the role, and opt-in on their application form. The essential criteria for this role are listed as part of the ‘What you will bring’ section. There may be times when the volume of applications means we cannot take all eligible candidates to interview. We encourage you to tell us about any reasonable adjustments you may need by emailing. Remember, you only need to share what you are comfortable to for us to support your request. Please note, we are not able to accept agency CVs for this role. Any CVs sent speculatively will not be eligible for a fee.