End User Technology Analyst

Location: London

Department: dmg :: media

End User Technology Analyst

Location: Derry Street, HSK, London, W8 5HY
Position: Full Time/Permanent 

Job Introduction

We are looking for a dynamic End User Technology Analyst to join our team in dmg::media.

In this role, you aren’t just a voice on the phone; you are the face of IT. You will balance a fast-paced Service Desk with high-touch, desk-side support. Your mission is to ensure "First Contact Resolution," restoring technology issues and fulfilling requests as quickly as possible to keep our business moving.

Main Responsibilities

• 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

About You

• 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….

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 ethnicity, race, gender, religious beliefs, sexual orientation, age, marital status, or disability.

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.