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Dmg Media
,
London, Greater London
Helpdesk Operative Analyst
Overview
Job Description
Mail Technology is the IT Service provider for the dmg media set of companies owned by DMGT (Daily Mail & General Trust). These include many well known and most loved brands including Daily Mail, The Mail Online, The Mail on Sunday, Metro and Wowcher. Through our national newspapers, websites and mobile services, we connect with over 45% of the UK's adult population with over 130 million consumer touch points per month. We are seeking a suitable candidate to join our IT Helpdesk supporting 4500 employees across the businesses. The successful candidate will join a team of 10 people reporting into the Helpdesk Team Leader, on a shift rota basis. The IT Helpdesk is the focal point of our service delivery operation and account for circa 4000 tickets per month, most often from colleagues working to tight business deadlines where interaction, communication and resolution become paramount to success. Attitude, professionalism, sympathy, empathy, patience, diplomacy and commitment are imperative; not only do we want to build trusted working relationships, but at the same time continue to shape the perception of IT Services. For the right candidate, this is a fantastic customer facing opportunity to join a fast paced media company and advanced technology department. The right candidate will experience a rewarding role that blends a mixture of hands on technology support and end user satisfaction whilst often being at the forefront of new technologies. Type of role Permanent Probationary Period Six Months (milestone assessments throughout) Location Northcliffe House, London, W8 5TT (High Street Kensington, Derry Street, Head Office of DMGT) Team Hours of Support 7am until 11pm Monday to Sunday + bank holidays (operating on shift rota to provide cover) Role Description / Responsibilities Operating to the ITIL framework, the IT Helpdesk are the first point of contact for all underpinning technologies used by our customers including niche Line of Business Applications, Identity Management, Windows Desktop Operating Systems, Apple Mac, Microsoft Office Productivity suites and portable devices. IT Helpdesk work closely alongside a wider IT Team dealing with 2nd and 3rd line peers, as well as vendors on a daily basis in order to deliver the required service levels to our customers. The role will be challenging. It requires outstanding communication skills, an exemplary telephone manner, and the ability to capture technical issues or customer requests in a clear, concise and non-patronising manner. You will be personable, diplomatic and able to engage with our customer-base in a way which instils confidence while maintaining the values of the IT operation. The analysts are often dealing with customers who maybe up against a deadline driven target, working remotely or reporting on a story from a location somewhere else in the world. The successful candidate will; * Be absolutely customer focused with a desire to ensure customer satisfaction. * Poses outstanding commutation skills, telephone manner and have a passion for technology. * Have experience of working in a large corporate aligning with a similar ticket throughput volumes (circa 4000 pm). * Have experience working with an IT Service Management system e.g. Service Now, BMC Software, Remedy, Heat, Front Range, CA Service Desk Manager, IBM Tivoli etc. * Have a very strong ITIL driven background and focus adhering to incident, request, change and problem methodologies. * Have experience of end user administration, account management and roaming profiles. * Have the skills to isolate, troubleshoot, and resolve issues by phone, remotely, email, or escalate to 2nd Line Engineers and or professional services to achieve satisfactory outcomes. * Understand remove connectivity solutions including SCCM and Remote Desktop * Be proactive and able to assign appropriate priorities while managing workload effectively. * Be capable of working as part of a team in a challenging and demanding environment. * Have good inter-personal skills. Is well organised and practical, with a logical, analytical approach to problem solving. Pays careful attention to detail. * Display a responsible attitude to following procedures, keeping records, and caring for equipment and other assets. * Ensure cross-team liaison both internally and with external vendors/suppliers to ensure Exec incidents ...