1st Line Service Desk Analyst

Who we are and what we do

About Hachette UK

Hachette UK is a creative powerhouse and the UK's second largest book publishing group. Our mission is to make it easy for everyone to discover new worlds of ideas, learning, entertainment and opportunity.

We're made up of 12 autonomous publishing divisions and over 60 imprints with a rich and diverse history and an incredible range of authors. We're also the market leader in e-books and publish a range of bestsellers in audio format, the fastest growing part of our business.

Our award-winning adult publishing divisions are Orion, which won Publisher of the Year at the 2021 British Book Awards; Little, Brown; John Murray Press; Hodder & Stoughton; Headline; Quercus; Octopus, Bookouture and Dialogue Books. They publish fiction and non-fiction in digital, audio and print format, from the world's best and most diverse authors, including Brit Bennett, Candice Carty-Williams, Martina Cole, Michael Connelly, John Grisham, Stephen King, Stieg Larsson, Nelson Mandela, Stephenie Meyer, Maggie O'Farrell, Delia Owens, Ian Rankin, J.K. Rowling, Colson Whitehead, and Malala Yousafzai. Hachette Children's Group publishes a wide and vibrant range of books for children across all age ranges, while Hodder Education is a market leader in resources for both primary and secondary schools.

Hachette UK is part of Hachette Livre, the world's third largest trade and educational publisher. As well as our headquarters in Carmelite House, London, and our state-of-the-art book distribution centre in Didcot, Oxfordshire, we have recently opened five new offices in Manchester, Bristol, Sheffield, Newcastle, and Edinburgh. The UK region also includes offices in Australia, New Zealand, India, Singapore, the Caribbean, and Ireland.

It's an exciting time to join our business because the publishing market continues to grow and thrive. The UK remains the largest exporter of physical books in the world and book adaptations for film and TV are the foundation of the UK's creative industries.

What you'll be doing

Key Responsibilities

• Provide outstanding customer service to all customers and ensure they receive an amazing experience in every contact with the IT Service Desk.
• Deal with inbound calls and emails from customers with technical issues and requests in a timely manner, capturing detailed information into the IT Service Management tool for each call.
• Ensure that tickets are logged, prioritised and categorised correctly.
• Manage personal workload, ensuring that all tickets are updated regularly
• Provide 1 st line technical support as required offering assistance and solutions with First Contact Resolution provided wherever possible.

• Ensure that relevant calls are escalated to the correct team/resource in a timely manner with the appropriate information.
• Ensure that procedures are followed correctly to ensure a consistent approach to support across the team (eg: for new starters and leavers, PC/laptop builds, call handling, etc).
• Provide regular updates to customers and ensure ongoing communication is maintained throughout the life of the call, setting expectations appropriately at each communication point and ensuring that calls are only set to 'resolved' on confirmation from the customer.
• Work well with other team members and other teams as required.
• Provide assistance with and perform system builds/re-builds, software installation, upgrades and patch management on PCs, laptops and peripherals as required.
• Although this role is predominantly telephone and email based, it will also be a requirement to visit customers at their desks to give face to face support as and when required.
• Deal with a wide range of support calls including password resets, Office 365, Microsoft Windows 10, MAC OS, Adobe Creative Cloud, resolving where possible and escalating to the relevant team if necessary.

NB: The above list is not exclusive or exhaustive and the job holder may be required to undertake such other duties as may reasonably be required.

Who we are looking for

For our ideal candidate we are seeking:

Skills/Knowledge

• Customer focused with excellent customer service skills
• Strong written and verbal communication skills - both face to face and over the telephone Clear and concise telephone communication is essential.
• Keen focus on attention to detail.
• Ability to deliver first call resolution to non-office-based customers. Perform triage with limited knowledge of the Customer's environment
• Troubleshooting and administration skills for laptops, desktops, tablets, smart phones, printers, Microsoft Windows (Windows 10), MAC OS and Microsoft Office
• Familiar with Microsoft Office 365 suite; Teams, SharePoint, OneDrive, Threat Management and Power Automate
• Familiar with Adobe Creative Cloud applications and Fonts
• Basic understanding of networking, particularly Local Area Networks, plus DNS and DHCP.
• Self-motivated professional with ability to work both alone and as part of a team.
• Possess strong problem-solving and analytical skills.
• An excellent personal time-management with good prioritisation skills
• Able to follow existing documentation to complete tickets
• Ability to perform triage on a windows laptop and mac laptop to the required level

Experience

• Customer service experience with basic understanding of ITIL principles
• Demonstrable problem solving and analytical skills.

Qualifications

• ITIL 4 Foundation - desirable

Other Requirements

• Travel to other Hachette sites as and when required.
• To build a good working knowledge of Hachette UK IT environments and applications.

Personal attributes that are essential to achieve the outputs

• Positive, flexible and with a can-do attitude at all times.
• Fully focused on Customer Service Excellence - meeting and exceeding the customers' expectations.

What we offer

Our staff are our greatest asset, and our benefits reflect this:

• 28 annual leave days per year, increases to 29 days after 2 years' service and goes up to 30 days after 5 years' (+ bank holidays)
• Private medical insurance
• Generous pension schemes
• Rent deposit loans
• 2 community days per year
• Summer hours (finishing at 1pm on Fridays during the summer months)
• Retail discounts through Hachette rewards
• Cycle to Work scheme
• Eye care vouchers
• Wide-ranging training library
• Development programmes (including mentoring)
• Up to 70% off book purchases
• A charity bookshelf
• 12 Staff-led employee networks that are voluntary, including Gender Balance, Thrive, Pride, All Together, Wellbeing and religious networks
• Season ticket loans
• And much more!

The role will be based at our London office, Carmelite House. Due to the nature of the work this role requires on-site presence 5 days per week.

Our commitment

Hachette employs people on the basis of their abilities. We aim to attract and develop talent from a base as broad as the world of readers we want to reach, with a wide and representative range of age, faith, disability, race, gender, sexuality and socio-economic, regional and cultural backgrounds.

If you are shortlisted and need us to make any adjustments to help you attend for interview, please let us know.

The Book Trade Charity offers financial support to people looking to enter the book trade but who may struggle to afford the costs of attending interviews and undertaking junior roles. For more information visit www.booktradeentrysupport.org

Location: London, GB

Posted Date: 11/24/2024