IT Help Desk Engineer

Department Summary

The IT department provides a wide range of IT systems and services to Future Publishing. In particular the IT department has overall responsibility for supporting over 900 internal customers globally and managing over 1000 desktop and mobile devices globally.

The department aims to ensure that systems and services are effective, efficient and economic, meeting operational needs and supporting business plans. It is committed to continually improving the way we work and the services that we are responsible for.

The Internal Services team are responsible for several key editorial systems that process and produce our print magazines efficiently. We create interfaces from these systems to our ERP system and help to manage and maintain that system. We develop and maintain an in-house Asset Management system containing millions of images and documents.

We offer second line support for all these systems solving user problems and fixing bugs.

Job Summary & Purpose

Future is an international company with offices on 3 continents, and this role is required to provide multi-tiered support to internal customers across the globe. This will include 1st and 2nd line support and ensure closure of all service issues is done in accordance to agreed procedures and standards. The Technician will be expected to do a mixture of both in-house and field coverage as agreed with the Head of IT.

This role will work closely with the other global support teams to resolve issues, manage request and provide assistance in a follow the sun model.

Note: IT Service Desk and IT Operations work together to provide internal customer support between the hours of 08:30 and 17:30 during business days. Weekend Work may be necessary depending on requirements.

Key role responsibilities

• To provide telephone, email support and field support to internal customers and colleagues providing an excellent level of service. Calls must be logged, prioritised and actioned via the Web Help Desk system.
• To ensure that the Web Help Desk system is updated in a timely manner so that the status of logged calls can be monitored and problem reporting can be done effectively.

• To be able to identify trends and escalate them to other team members. To be proactive in identifying areas for improvement and bringing these ideas to the attention of the relevant people and to assist in the development of the Service Desk procedures and knowledge base.
• To undertake project work assigned by the Head of IT, this could include moves, video conferencing issues, shows, events and providing regular reports as agreed, ensuring that the work is done to agreed standards and that any problems are communicated in a timely manner.
• To undertake the installation, maintenance and decommissioning of computer hardware and peripherals ensuring that this is done to agreed procedures and standards and that all relevant documentation is maintained.

Essential skills and experience

• Have a practical background in problem solving with Mac and/or PC systems
• A good understanding of Microsoft Windows and Apple Mac OS X
• Familiarity with remote administration and central management of computers
• An understanding of Active Directory
• Experience of mobile data devices
• Excellent communication, teamwork and customer service skills will be crucial in this role
• Previous experience with Cisco Jabber
• Previous experience with Google Apps
• An understanding of software licensing