Service Desk Technician (London)

The service desk technician provides technical support to AFP's London bureau, a busy newsroom with 70+ multinational journalists operating 365 days a year. In a fast-paced global multimedia news agency, you will support PCs, Macs, mobile devices, networks, and office systems, while providing training and daily assistance with business and communication tools.

Reporting operationally to the chief and deputy chief technician for Europe, you will also handle customer requests and provide pre-sales assistance, installation, configuration and ongoing support for AFP's product and services, with occasional travel to other offices and clients sites in the UK and abroad.

Main duties of the successful candidate will consist of:

• Install, maintain and troubleshoot PC/Windows and Macintosh workstations, mobile communication systems, network equipment and other IT infrastructure;
• Provide daily user support and training on office applications, specialist software, networking and communication tools, ensuring compliance with corporate policies;
• Handle and track requests from customers and sales representatives, providing technical assistance for equipment and services;
• Implement and enforce IT security procedures and CISO recommendations;
• Support users with photo and video equipment and production workflows;
• Oversee general office maintenance and IT-related technical facilities (printers, telephony, satellite reception, electrical and air-conditioning systems, physical security);
• Deliver user training on IT tools including best practices for information security;
• Raise awareness of personal safety and security good practices and equipment;
• Travel and work on site at other offices and at client premises, within the UK and abroad, when required.

Due to the nature of the role, this position may occasionally require working beyond normal working hours.

Do you have a valid Driving License license?, Do you have experience in macOS?, * Experience in mixed Windows/macOS environments (installation, configuration, support), preferably in IT support/helpdesk or technical customer support;

• Strong networking and IT security skills;
• Proficient in Microsoft 365/Office, Adobe applications, communication devices and collaboration tools;
• Basic experience with photo/video equipment and simple production workflows;
• Excellent interpersonal, teamwork and communication skills, with clear, professional written and verbal communication to non-technical users;
• Service-oriented, organised, autonomous, able to manage priorities and deadlines, and to remain calm and professional under pressure and in emergencies;
• Fluency in English (reading, writing, speaking), other languages an asset, especially French;
• Driving licence is an advantage.