Senior Desktop Support Technician

Overview

Role overviewAbout Us.PA Media Group is the UK and Ireland’s national news agency and a trusted multi-media content provider for print, web, mobile, and broadcast. For over 150 years, we have delivered fast, accurate, and dynamic coverage of news, sport, entertainment and more. Our innovation continues today as we develop innovative solutions for our clients and deliver compelling experiences across multiple platforms.Inclusion.We’re working hard to ensure we provide an inclusive environment. As well as your skills and experience, we are also focused on who you are and what you can bring. We positively encourage agile and flexible working, so please speak to us during the process about what arrangements might work best for you.If you require adjustments during the application process, please contact us.

The RoleAs part of our IT team, we’re looking for a talented and proactive Senior Desktop Support Technician to be part of the Desktop Support Team based in Howden. The team consists of 8 staff, located across the 2 main PA Media Group sites. We provide software and hardware support to the business, both desk-side, and remotely.

This is a hands-on support role at the heart of our organisation, where no two days are the same. You will be a key player in our Desktop Support Team, providing responsive and high-quality technical support across our sites and remote teams.

Based in our Howden office, you will collaborate with a close-knit team supporting a wide range of users - from journalists on deadline to technical specialists on location.

Occasionally, you may travel to other UK sites or support high-profile events.

Key Responsibilities

Leadership duties including supporting the Desktop Support Manager with performance management and ensuring team KPI’s are met

Follow the defined ITIL process for Incident Management, quickly prioritising and resolving incidents, to ensure minimal impact to end users during busy periods

Configure laptops, desktops and mobiles using enterprise deployment tools

Support the major events pa are responsible for, such as Wimbledon, Elections and the Olympics

Ability to communicate well to all levels of the business

Managing projects and ensuring they are delivered on time

Sharing knowledge and providing training for the team on any implementations

About YouWe are looking for someone who brings both technical know-how and a customer-first mindset. You thrive in a busy, collaborative environment and enjoy solving problems that help people do their best work.

Experience of Desktop Support working in a busy IS Department or other relevant work experience

Work well in a team, adapt well to different situations and work well under pressure

Experience using ITSM tools for Incident management

Experience troubleshooting software issues on Windows 11

Setup and troubleshoot mobile devices, iOS and Android

Experience troubleshooting hardware issues and replacing hardware on both desktops, laptops

An analytical, trouble-shooting mind-set, with a problem-solving personality

Tenacity to go that extra mile to get the information it takes to understand a problem

Customer focused necessary

Security conscious

Microsoft 365 administration

What We OfferThis role will offer you the opportunity to grow your skills in a supportive and forward-thinking team, working in an organisation that values innovation and collaboration.

You will also benefit from:

5 weeks’ holiday plus bank holidays

Pension scheme with company match (up to 4%)

Interest-free travel loan

Life Assurance (4x salary)

Flexible working options

Annual Wellbeing Day

Annual Volunteering Day

Cycle to work and eye care voucher schemes

Employee assistance ..... full job details .....