Help Desk Analyst

1st Line Support Analyst - Helpdesk Administrator

THE BIG PICTURE:

VCCP is the Challenger Agency for Challenger Brands. An independent, 1,250-person strong creative company, that exists to transform its clients fortunes by disrupting the categories they operate in.

VCCP is fully integrated, with deep capabilities in data and analytics, brand strategy, communications, customer experience, media, production and distribution. The company was founded in 2002 in London, with offices in New York, San Francisco, Singapore, Shanghai, Sydney, Madrid and Prague.

Our London office has been shortlisted for Campaign magazine’s Agency of the Year almost every year for the past decade, topping the new business table 9 years out of the last 10.

OUR CULTURE:

The VCCP Group has a unique culture, and we are looking for people who will make a positive contribution to this, therefore the candidate must have the following attributes:

• A collaborative nature
• An entrepreneurial spirit
• Take pride in their work
• An honest approach
• Be un-precious and able to recognise that a good idea can come from anywhere
• Take responsibility

OUR PURPOSE:

So what do we actually do? Put simply we exist to transform the fortunes of our clients by challenging and disrupting the categories they operate in. It’s why we describe ourselves as ‘the challenger agency for challenger brands’.

THE ROLE:

We are looking for a 1st line IT Helpdesk Support Analyst based in central London office.

As a first-line support analyst, the role requires a bright individual to be the ‘face’ of the IT support function with strong interpersonal skills and the ability to work under pressure. Being a busy agency environment, the role requires

Key Responsibilities

• Provide friendly and professional service to their customers at the desk, over the phone and using email system as first-line support at all times.
• Manage the on/offboarding process for all new joiners across the company, both in London and globally
• Receive, record, log and manage all requests above to the appropriate technician/engineer using our ManageEngine ticketing system.
• Diagnose and triage all 1st line technical issues ensuring jobs are managed appropriately to their importance and to an acceptable timescale to meet SLAs and customer satisfaction
• Engage with the senior IT team or management and escalate unresolved issues to the Service Delivery Manager when appropriate.
• Keep customers informed of the progress of their problems and support IT staff so that they can ensure complete customer job satisfaction
• Assist in basic user training exercises of IT equipment usage including meeting rooms.
• Telephony user management for both landlines and mobiles.
• Good Knowledge of basic installation, configuration, deployment and support of IT equipment including but not limited to PCs and Macs.
• To manage and develop relationships with key suppliers of hardware, software & service providers.
• Equipment ordering, kit arranging and stock taking
• Ensure change control procedures are complied with and error logging and correction procedures are followed.
• Using Google Suite (Sheets, Docs) to maintain appropriate equipment logs, users and operational activities in accordance with VCCP procedures.

Key Competencies

• Team player
• Strong client focus
• Demonstrates a wide knowledge of technical expertise
• Strong personal development focus
• Effective communication skills
• Willing to learn, grow and develop skills
• Embrace challenges

Skills

• Degree (pref. IT related)
• Commercial experience or work placement in an IT role
• Excellent customer service skills
• Confident, friendly and professional personality with a proactive and enthusiastic approach to work
• Strong organisational skills especially the ability to multitask and prioritise workload
• Ability to learn fast and take in information

VCCP DE&I STATEMENT

We believe that DE&I is about creating a strong culture of inclusion within our agency, where everyone can thrive and be their authentic self. VCCP is an equal opportunity employer and does not discriminate on the basis of gender, age, disability, religion, belief, sexual orientation, marital status, or ethnicity. If you require any adjustments during the application or interview process, please let us know via joinus@vccp.com.

CRIMINAL RECORDS INFORMATION

As part of our onboarding process, you will be required to complete a Criminal Records Declaration regarding any unspent convictions. For roles in finance, HR, Legal, IT or senior management, we may be required to verify your declaration with a basic DBS check, as well as an Adverse Finance and ID check.

Please note, we try to respond to as many applications as possible but, if you do not hear from us within two weeks of submitting your application, please assume we are unable to proceed with your application for this specific role. Thank you for your interest in VCCP.