End User Technology Analyst

• Respond to telephone and email incidents, queries and service requests in a professional and courteous manner
• Ensure incidents, queries and service requests are logged, prioritised, tracked and resolved within predefined SLA's
• Be able to seamlessly switch between a telephone/desk-side role as and when required
• Ensure customer satisfaction levels are maintained and improved where possible
• Stay "one step ahead" by performing agreed-upon system checks to prevent issues before they impact users
• Dealing with and communicating escalations accordingly.
• Document new fixes and share insights with the wider IT team to foster a collaborative, high-growth environment
• Build and maintain relationships across the immediate and wider IT teams to ensure a collaborative approach
• Adhere to Information Security controls and threat response procedures defined by the IT Security Team
• Manage liaison with internal and external suppliers to ensure fixes are delivered in a timely fashion

Do you have experience in macOS?, * You have proven experience in an IT 1st Line or Service Desk role, ideally within an ITIL-aligned environment

• Be familiar with Windows, macOS and standard corporate software/hardware
• You have a high-energy approach and a desk-side manner that puts users at ease, even during stressful technical failures
• You possess excellent verbal communication skills and can explain complex technical issues in simple terms
• You're in easy reach of our Kensington office and enjoy the variety of a role that requires you to be active and present on site

Package Description

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….

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.