Service desk analyst

Application deadline: May 13, 2025

Reporting to: Head of Technical Services

Location: 5th Floor, HYLO, 105 Bunhill Row, London, EC1Y 8LZ

Working pattern: Onsite- five days per week

Department: Technical Services

Salary: £27,000 Per annum

Bonnier Books UK is seeking a talented service desk analyst to join our technical services team.

In this role, you will be responsible for providing first point of contact for all incidents and requests logged by users or generated through monitoring systems across desktop, Infrastructure, and Business Applications. The primary aim of the role is to provide a high level of customer service and guidance to the business. Assisting the Technical Team and Business Solutions Team in restoring normal service as quickly as possible. The role will be expected to play a key part in continuous improvement by being proactive with ticket management, suggesting and participating in implementing improvements which give the business better service or efficiencies.

Essential duties and responsibilities

• Providing excellent customer service to all our staff.
• Take ownership, and be a central point of contact, for any issue reported by our staff ensuring professional and regular communication is provided.
• Handle all contact from staff ensuring that they are logged and progressed effectively within any defined service levels allocating calls within the team.
• To provide 1st and 2nd line support to the business.
• Constantly providing updates to the knowledge base and documenting new processes.
• Work with senior team members and vendors of 3rd party systems in order to resolve outstanding issues.

Additional duties and responsibilities

• Hands on building of Laptops/Mobile devices.
• Day to day support of Mac, Laptop and Printer issues.
• 1st line support of business applications, physical and virtual Infrastructure
• Adhering to change control process to ensure managed Infrastructure and service elements are protected
• Understanding processes within the company and help drive continuous improvement
• Ensuring all service tickets, or change tickets are updated and maintained
• Being responsible for all work requests and tickets assigned.

Knowledge, skills and abilities required

The successful candidate will be able to adapt to each essential duty. The requirements listed below are representative of the knowledge, skill and/or abilities required.

Candidates must have a minimum of 1 years’ experience working in a Customer Support focused capacity and experience in reporting into 3rd line support teams. The candidate will be required to have some experience of the following technologies:

• Windows 10; Windows 11
• 365 & SharePoint administration
• Active Directory (administration, support)

The candidate should also have the following abilities:

• Excellent interpersonal skills
• Strong organisational and customer service skills
• Skill in planning and preparing written communications
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Service awareness of all organisation’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Self-motivated with the ability to work in a fast moving environment.

Company Benefits

• Private health insurance
• Contributory pension scheme
• 28 days holiday plus bank holidays
• Lively social committee hosting regular events
• Group Life cover - including 24-hour GP service
• Flexible working and flexible hours from day one of employment
• Additional holiday allowance to celebrate your 10th year at BBUK
• Enhanced family leave - with equal six months’ paid leave for all new parents
• Employee assistance programme available to all employees and their families
• Dedicated volunteering hours each year to support charities promoting literacy and reading for pleasure
• Cycle to work scheme with bike storage and changing facilities on-site at our London HQ
• Wellbeing programme and daily benefits such as fresh fruit and porridge in the office

If you are interested in this role, please apply via our website. We look forward in hearing from you.

We welcome and encourage applications from candidates who are under-represented in the creative industries.

Please make sure that you state in your application that you found this role via Creative Access.