1st Line Service Desk Analyst

IT Service Desk Analysts will be the front line of customer liaison and support. Your role will be to answer and log all calls into the service management system in a timely manner and provide 1st line assistance, support and troubleshooting, aiming for first contact resolution or escalating to the appropriate team when necessary.

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.
• Problem-solving and analytical skills.
• Strong attention to detail.
• An excellent personal time-manager with good prioritisation skills.
• Basic troubleshooting and administration skills for desktop systems, tablets, smart phones, printers, Microsoft Windows (particularly 10), Mac OS and O365.
• Basic understanding of networking, particularly Local Area Networks, plus DNS and DHCP.
• Proven Service Desk experience, ideally in an ITIL focused service environment

Our staff are our greatest asset and our benefits reflect this. In addition to 28 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 community days per year, 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.

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

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 11 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 and Bookouture. 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.