Technology Support Analyst

Our Technology Support team are recruiting for two Technology Support Analyst’s to join their Technology Support function based in London. This is an exciting time to join us as we’re going through a period of growth.

The role

In this role, you’ll work as part of a collaborative team and report into one of the London-based Technology Support Team Leaders.

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 and 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 meets, include 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

• Where necessary, you will participate in an on-call out of hours support rota

You will bring:

• Experience of working independently and in a team environment

• Exceptional customer service skills with a real first-in-class service mind-set

• 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

You will need: 

• Previous experience in a customer facing role, preferably in Technology Support

• 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 (smart phones and tablets)

• 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 IT

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. 

Our approach to hybrid working

While our offices are places for you to connect, collaborate and celebrate with colleagues, having flexibility about where you work is just as important for doing your best work and for your wellbeing. So, we don’t have a one-size-fits-all approach when it comes to how we work in different teams across Penguin Random House UK.

This is a colleague-facing role, based in our office in London for 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 and cover letter outlining why you are the right candidate for the role by 11:59pm on Thursday 21st November.

We anticipate a two-stage interview process which will include a virtual first-stage interview and in-person second stage interview. We are happy to discuss this further with you throughout the recruitment process. 

What you can expect from us:

Salary: circa £30,000 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. Our benefits include:

• Financial – discounted shopping, season ticket loan, rental deposit loan

• Wellbeing – healthcare cash plan, employee assistance, gym loan

• Lifestyle – taste card, tech scheme, free and discounted books

For our full benefits list please visit: https://www.penguinrandomhousecareers.co.uk/what-we-offer/

The recruitment process: You can read about our recruitment process at https://www.penguinrandomhousecareers.co.uk/how-we-hire/

As a Disability Confident Committed organisation, we're part of the offer an interview scheme. This is where disabled applicants who meet the essential criteria for the role can opt in to get to the next recruitment stage. There may be some situations where volume of applicants means we can't take all eligible candidates to interview.

We encourage you to tell us about any reasonable adjustments you may need by emailing PRHCareersUK@penguinrandomhouse.co.uk. 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.

Company: Penguin Books Limited 

Country: United Kingdom 

State/Region: London 

City: London 

Postal Code: SW11 7BW 

Job ID: 275236