Service Desk Associate

About Us:

The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It's the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It's a job that's never mattered more, and a career that can take you anywhere you want to go.

Our commitment to diversity and inclusion in the workplace:

At the FT, we give all employees a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

About the role:

This is an entry-level role within the Global Service Desk organisation, providing omni-channel technical support to FT colleagues locally and globally. The Service Desk Analyst will be responsible for diagnosing, resolving, and escalating IT issues across multiple platforms while delivering a high standard of customer service in a fast-paced, high-volume environment.

The role operates on a rotational schedule and supports users via phone, email, chat, self-service, remote access, and desk-side assistance, ensuring incidents and requests are accurately logged and managed using the FreshService system.

• Provide first-line omni-channel IT support (telephone, email, chat, self-service, remote, and desk-side) to FT colleagues globally, diagnosing and resolving issues or escalating where appropriate.

• Handle incoming contacts to the Global Service Desk across multiple channels, ensuring accurate logging, tracking, and resolution of incidents and requests using FreshService.

• Manage personal and shared ticket queues effectively to ensure Service Level Agreement (SLA) targets are consistently met.

• Provide regular updates to customers on issue progress, ensuring clear communication throughout the resolution lifecycle and confirming customer satisfaction post-resolution.

• Escalate complex or unresolved issues to appropriate IT teams and collaborate closely to ensure timely and effective resolution.

• Perform user administration tasks across a range of end-user applications and systems, both locally and globally.

• Create, maintain, and share knowledge articles and documentation to support the wider Global Service Desk team.

• Install, configure, and support software and hardware, ensuring licensing and asset management procedures are followed and maintained.

• Provide support for VOIP telephony services.

• Support FT-managed and approved personally owned mobile and end-user devices, including desktops, laptops, tablets, and smartphones.

• Develop a strong understanding of the full range of Global Service Desk services, as well as FT business priorities and support requirements.

• Contribute to continual service improvement initiatives aimed at enhancing end-user experience and service quality.

• Coordinate mobile handset provisioning and postpaid plan requests with approved suppliers.

• Work in a hybrid setup, reporting onsite approximately 50% of the time.

Qualifications:

• Proven ability to deliver excellent customer service in a high-volume, fast-paced support environment.

• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.

• Ability to multitask effectively and perform well under pressure within a rotating shift schedule.

• Strong prioritisation and decision-making skills, particularly in time-sensitive or high-impact situations.

• Good working knowledge of:

  • Windows 11 and macOS

  • Google Workspace and associated Google products

  • Active Directory administration

  • Native Microsoft administration tools (e.g. Active Directory, Computer Management)

• Proven experience supporting remote users across a variety of devices, including desktops, laptops, tablets, and mobile devices (Windows, macOS, iOS, Android).

• Demonstrated ability to troubleshoot and resolve end-user hardware and software incidents.

• ITIL Foundation certification.

• Accredited IT or technical support qualifications.

What's in it for you? Our Benefits:

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leaves, flexible working (including working from home), health coverage (medical & dental), and company match and enhanced family leave packages. Full details of our benefits can be found here. 

Further Information:

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, please contact a member of our HR team who will be happy to help.