IT Service Desk 2nd Line Analyst Full Time

Hachette UK
What you ll be doing

As an IT Service Desk 2nd Line Analyst you will act as an escalation point for the IT Service Desk 1st Line Analysts. You will also be required to answer and log all calls when required in a timely manner (within SLA), and provide assistance, support and troubleshooting and escalating to the appropriate team when necessary.

Who we are looking for

This role requires a dynamic, enthusiastic, and proactive person who can work well individually or within a team supporting a range of users and systems. You will be an ambassador for IT in all dealings and communications with users.

Key Skills:

• 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.
• Self-motivated with ability to work both alone and as part of a team.
• Able to create documentation and provide further training to 1st Line Analysts
• An excellent personal time-manager with good prioritisation skills.
• Proficient with Microsoft Office 365 suite; Teams, SharePoint, OneDrive, PowerAutomate and Enterprise mobility and security (MFA, InTune, Threat Protection).
• Advanced troubleshooting and administration skills for desktop systems, tablets, smart phones, printers, Microsoft Windows (particularly 10), Mac OS and O365.
• Good understanding of JAMF and SCCM
• Good understanding of networking, particularly Local Area Networks, plus DNS and DHCP.

Proven experience in a 2nd Line deskside support role is desired.

What we offer

Our staff are our greatest asset and our benefits reflect this. In addition to 25 days annual leave days per year + bank holidays, we have an extensive list of benefits that include: a wide-ranging training library, development programmes including mentoring, Cycle to Work vouchers, Private Medical Insurance, eye care vouchers, up to 70% off book purchases, a charity book shelf, 2 volunteer days per year to use at your charity of choice, many employee networks to join, summer hours (finishing at 1pm on Fridays during the summer months!), season ticket loans, rent deposit loans, generous pension schemes and much more!

The role will be based at our London office, Carmelite House, with a blend of in-office (3 days) and homeworking (2 days) per week.

Who we are and what we do

Do you pride yourself on your customer service skills? We are currently looking for enthusiastic, proactive team members to offer the best IT support to staff across Hachette UK. The IT Service Desk acts as the initial point of contact between IT and our customers and system users on a day-to-day basis. The purpose of the job is as a focal point for the reporting, resolution and escalation of Incidents, service requests, change requests and problems, ensuring that every user has an amazing customer service experience with every issue or request they raise.

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

Salary: £32,000 – £36,000, dependent on experience (+bonus + benefits)