2nd Line Service Desk Analyst

OverviewProvide outstanding customer service to all customers and ensure an amazing experience in every contact with the IT Service Desk. Handle inbound calls and emails from customers with technical issues and requests in a timely manner, capturing detailed information in the IT Service Management tool for each call. Ensure tickets are logged, prioritised and categorised correctly, with regular updates to customers and ongoing communication throughout the life of the call. Calls should only be set to ''resolved'' on confirmation from the customer. Manage personal workload and collaborate with team members and other teams as required.

Responsibilities

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.

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 required and build strong working relationships with site leads and user base.

Note: The above list is not exclusive or exhaustive; the job holder may undertake other duties as reasonably required.

Requirements and Qualifications

Customer Focus: Excellent customer service skills with a strong focus on delivering a positive user experience. Ability to deliver first call resolution to non-office-based customers. Capable of triage on Windows and Mac laptops.

Communication: Strong written and verbal communication skills, both face-to-face and over the telephone.

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), macOS, Microsoft Intune and Microsoft Office.

Microsoft Office 365: Familiarity with Teams, SharePoint, OneDrive, Threat Management, and Power Automate.

Adobe Creative Cloud: Knowledge of Adobe Creative Cloud applications and fonts.

Networking: Basic understanding of networking, including LAN, DNS, and DHCP.

Self-Motivation: Ability to work independently and as part of a team, with 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 with a basic understanding of ITIL principles; strong problem-solving and analytical skills.

Qualifications: ITIL 4 Foundation - desirable. Other relevant certifications (e.g., CompTIA A+, Microsoft Certified: Azure Fundamentals) are a plus.

Travel: Willingness to travel to other sites as required and to build knowledge of Hachette UK IT environments.

What We Offer

Wide-ranging training library and development programmes (including mentoring).

Discounts on books and other benefits such as eye care vouchers, retail discounts, and cycle-to-work schemes.

Up to 70% off book purchases; charity bookshelf; staff-led networks.

Season ticket loans and other financial support options.

Annual leave: 28 days (29 after 2 years, 30 after 5 years) plus bank holidays, with additional summer hours on Fridays.

Based in Sheffield office with travel to regional/national offices as needed.

About the CompanyWhat we do: Hachette UK is a creative powerhouse and the UK''s second largest book publishing group. We publish across 11 autonomous divisions and 60+ imprints, including leading adult and children’s publishing, and are a market leader in e-books. Hachette UK is part of Hachette Livre, with offices including London, Didcot, and several regional ..... full job details .....