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Helpdesk/End User Technology Analyst

Location: DMGT Headquarters – London
Position: Permanent

Package Description

In return for their energy and ideas we ensure our people are well rewarded. Our benefits package increases the longer you've been with us. Here's what to expect:

• 25 days' holiday (increasing by 1 per year up to a total of 30)
• Upon joining you will be automatically enrolled onto the Pension Plan at the minimum level of 5% employee contribution, 3% Company contribution.
• Life cover under the Pension Plan of up to 3x your basic salary.
• DMGT Discounts (for discounts on online shopping, vouchers and reloadable cards)
• Subsidised canteen
• Onsite gym (Northcliffe House only)
• Onsite nurse and GP clinics (Northcliffe House only)
• Our Employee Assistance Programme
• Discounted dining cards

Plus many other benefits….

Job Introduction

The role of the EUC analyst comprises of two distinct underpinning business requirements geared around ensuring "First Point of Contact" and "First Contact Resolution" for our customers. The role exists to restore end user technology issues or request completions as soon as possible (either remotely or at desk side);

To provide efficient and effective customer services through the recording and managing telephone and email queries, incidents, or service requests. Aligning to ITIL methodology, providing an efficient and customer focused Helpdesk/Service Desk to the business.

Providing desk-side assistance for "line of business" applications, core device support and operating systems, specifically; desktops, laptops, Apple Mac and the corporate software stack including business applications.

Main Responsibilities

• Responding to telephone and email incidents, queries and service requests in a professional and courteous manner based on an agreed SLA or OLA
• Logging of all works - ensuring incidents, queries and service requests are logged, prioritised, tracked and resolved within predefined Service Levels
• Operating in a flexible mode – being able to seamlessly switch between a telephone/desk-side role as and when required
• Agreeing work priority levels with the customer to ensure customer expectations are managed and the ticket reflects the risk & impact accordingly.
• Investigating incidents where possible either remotely or desk-side, leaning on an agreed toolset to logon to the customer's machine to perform troubleshooting.
• Correctly routing a ticket to the appropriate team who is able to resolve the incident if first line knowledge or access is not sufficient.
• Dealing with and communicating escalations accordingly.
• Seeking knowledge missing where appropriate, documenting and disseminating the knowledge accordingly.
• Undertaking agreed proactive works which are agreed to maintain our systems thus avoiding tickets being raised by staying "one step ahead".
• Maintaining and growing relationships across immediate team and wider IT teams to ensure collaborative approach to resolve customer requests as soon as possible.
• Ensure that Information Security considerations and controls are in place which adhere to the Information Security/Computer Policy.
• Align to the threat response procedures defined by the IT Security Team owned by IT Helpdesk Team Lead
• Ensuring customer satisfaction levels are maintained and improved where possible.
• Ensuring a personable desk-side manner with the ability to put users at ease.
• Recognising and adhering to change management processes to protect production environment.
• Manage liaison with suppliers (including internal) to ensure fixes are delivered in a timely fashion

Hybrid Working

This role is a hybrid role, with Work from Home shifts being offered upon completion of onsite training and passing probation period.

(shifts and remote working could be subject to change at any time depending on team demand)

Shift Pattern

Monday to Friday:

7am-3pm | 8am-4pm | 9am-5pm | 10am-6pm | 11am-7pm | 2pm-10pm

Saturday: 9am-9pm (12 hour shift)*

Sunday: 10am-10pm (12 hour shift)*

Note: *If you work weekends then you will get 3 days in lieu

We have shifts of 7am, 8am, 10am and 2pm start for an eight-hour shift so last shift finishes at 10pm.

The 7am, 2pm and weekends come around on a rough rotation of the team number which when on full staffing should be 12. Therefore, you should see a 12-week cycle on these solo shifts with the majority being on the 8am and 10am, which we allow once past probation to be a mix of WFH and office based.

Weekends are 12-hour shifts of Saturday 9-9 and Sunday 10-10 with three days off around this so Off on leave Friday Monday and Tuesday.

About dmg::media

dmg media's brands deliver highly engaging, trusted content to millions of loyal customers around the globe, 24 hours a day, seven days a week. Together, Daily Mail, The Mail on Sunday, Metro, i, MailOnline, Mail Plus, metro.co.uk and inews.co.uk reach more than 11m people daily in the UK.* Globally, our brands reach 180m unique browsers every month.** In March 2021, the business acquired the world's leading science title, New Scientist.

dmg media's newsbrands are expert at getting to the bottom of the stories most relevant to their readers.

*PAMCo 1 2020 ** Omniture April 2021

Our Commitment

We are committed to increasing diversity and maintaining an inclusive workplace culture. We welcome applications from all qualified candidates regardless of their age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation.

We are Disability Confident Committed. Please let us know if you require any recruitment documentation in other formats or if you require reasonable adjustments to be made during the recruitment process. Please be assured that any such information will be held separately to your recruitment application and will not be considered as part of the selection process.