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What's the fastest game bird in Europe? This was the question that inspired the founding of Guinness World Records back in 1955. Starting with a single book published from a room above a gym, GWR has grown to become a global multimedia brand, with offices in London, New York, Beijing, Tokyo and Dubai. Today, we deliver world-class content, not just through books, but via TV shows, social media and live events. Whatever the medium, our ultimate purpose is to make the world a more interesting, fun and positive place.

Job Summary

The IT Support Helpdesk will be required to carry out IT support onsite, remotely, and over the phone to all users. They will be tasked with managing IT helpdesk tickets while escalating any complex issues to the 2nd line support analyst or the IT Manager if they are unable to resolve the issue within an acceptable timeframe. This is a hybrid role and will require a mix of office and home working.

Essential duties and responsibilities

• Ensure all support tickets are up-to-date and communicated with as soon as possible while helping to manage the ticketing system queues to prevent any overflow.
• Provide IT support to users, administering Office365 and other internal applications, participating in projects, and liaising with 3rd party vendors.
• Responsible for ensuring that GWR staff computers, printers, and other peripherals are in good functioning condition. This includes hardware and software support, telephony, and mobile.
• Assist GWR staff in the set-up of meeting presentations and video conferencing calls as well as training staff on how to use this equipment to set up their own presentations and meetings.
• Assist on other projects withing the wider Digital Technology and IT team as required including tasks such as researching products and testing new development releases.
• Installing new hardware, operating systems and applications.
• Manage user accounts and security groups across 0368/AD and supporting the starters and leavers process.
• Documentation of all process and training GWR staff on use of equipment and software.

Job knowledge

• Experience as a 1st Line Support Help Desk.
• Good working knowledge of Networking.
• Working knowledge of firewalls and Internet connections, diagnostics etc.
• Proficient in Windows Desktop Operating Systems.
• Good working knowledge of Office 356 administration.
• Good working knowledge of Microsoft Office and associated Microsoft packages.
• Ability to troubleshoot issues in a logical manner.
• Multi Factor Authentication (MFA).
• Experience with ticket management systems.
• Good working knowledge of Remote management tools.

In addition, the role requires knowledge of the below:

• Install and support windows laptops (10/11)
• Administration and support O365.
• Experience with IThelpdesk ticketing system
• Administration and support RMT (remote management tools) e.g., Kaseya, Manage Engine.

Communication

• Other IT teams – must work closely with the other areas within the IT function, helping troubleshoot issues or support new initiatives that have an infrastructure element.
• Office Managers – work closely with the office managers. This consists of regular update meetings, receiving feedback on local issues, providing support and guidance while ensuring the teams are complying with the IT policies and the overall IT strategy.
• External Supplier – build strong relationships with 12 external suppliers that are in 5 different countries across the world.
• All GWR – communicate with all levels within GWR. This ranges from a simple helpdesk ticket through to a complex policy or system change.

Key Relationships

• IT Manger and Solution Designer
• 2nd Line IT Support analyst
• Director of Digital Tech and IT
• All Technical staff
• All GWR Staff
• 3rd party suppliers and partners

Job requirements and qualifications

Education/Training and Certification requirements

• MCP/MCSE or COMPTIA

Other knowledge, skills and abilities

• Problem solving – must be able to investigate, identify and resolve issues using information provided.
• Communication – strong positive communication skills to provide the best possible support to all stakeholders.

Our commitment

Guinness World Records is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where everyone can thrive and belong. We are committed to including people with a variety of voices, identities, backgrounds, experiences, abilities and perspectives. We are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of race, disability age, religion, sexual orientation, veteran status or marital status, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.