Job Description
We have a fantastic opportunity for an On-site Service Desk Analyst to join our small but very busy UK-based Service Desk team at our Milton Park office hub in Abingdon-on-Thames, Oxfordshire.
This would be a fantastic opportunity for someone looking to take their next step in IT support, and who relishes the challenge of working for a global organisation with often complex and varied systems-based requirements.
As a Service Desk Analyst you will:
1. Receive and record all calls from customers/business colleagues and manage and prioritize numerous open cases.
2. Ensure colleagues are kept informed of the status and progress of incidents and requests.
3. Work within Service Level Agreements (SLAs)
4. Diagnose and solve hardware and software incidents or escalate within SLAs.
5. Ensure all tickets have been categorized, triaged, updated, dispatched, and closed within SLAs.
6. Escalate tickets as needed or appropriate to 2nd line support/management.
7. Use break-fix instructions to resolve customer issues quickly.
8. Order and configure new kit as necessary.
9. Application account provisioning and administration.
10. Provide onsite deskside and meeting room support as needed.
11. Ensure new recruits receive a professional induction from IT and that their workstations and user accounts are set up within SLA.
12. Provide specific and professional support to the executive team to ensure issue-free meetings.
Qualifications
In order to be successful in this role you will:
13. have training in the computing field or equivalent
14. have an ITIL Foundation certification (desirable)
15. have some knowledge/awareness of cyber security issues
16. have strong hardware knowledge including connectivity related issues
17. have some knowledge/awareness of networking
18. have experience of providing IT support in a busy customer-focused environment, and offer a first class customer experience (even when operating under pressure)
19. be used to and comfortable with managing a heavy and varied workload
20. be able to communicate effectively with non-technical customers
21. be a true team player
22. have a solutions-focused mindset
23. be able to perform light physical work such as lifting/moving monitors and workstations
Additional Information
Location: The successful candidate will be able to utilise our balanced working model. We ask that candidates live within a commutable distance of our Milton Park, Abingdon office to ensure that as a balanced worker they can make it to our office locations to collaborate as required. There is an expectation for a minimum of 3 days per week in-person time. In addition to this you must also be able to come into the office on other days where needed ( when one of the team is on holiday).
Closing Date: Applications will close on 4th April 2025.
What we offer in return:
24. An excellent work/life balance with a fantastic, flexible working culture
25. 25 days annual leave per year plus a day off for your birthday
26. 3 additional discretionary days off during the holiday season at the end of the year
27. 4 paid volunteering days each year
28. Company funded single cover private medical insurance
29. Employee assistance programme – offering 24/7 well-being support
30. Share Match – Plan that matches every share purchased with two free shares.
31. Pension scheme
32. Life assurance, plus optical and medical care
Being Yourself at Taylor & Francis
If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don’t fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and make a contribution regardless of their identity or background. As a colleague, you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life.