Service Desk Associate

About us The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide. At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world. In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing. Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere. Build a newsworthy career at the FT. Our commitment to diversity, equity and inclusion We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups. About the role: The Service Desk Associate plays a key role within the Global Service Desk team, providing first-line technical support to colleagues across the business through multiple support channels including phone, email, chat, remote, and desk-side assistance. This entry-level opportunity is ideal for someone who is customer-focused, tech-savvy, and eager to build a career in IT support within a fast-paced and collaborative global environment. The role involves troubleshooting technical issues, managing support requests, and ensuring a seamless technology experience for end users while delivering excellent customer service and working closely with teams across the organisation. Key responsibilities: This is an entry level role in the Global Service Desk org that will provide omni channel support (telephone, email, chat , remote and desk-side) to the business, both locally and globally when needed, on a rotated basis, diagnosing and resolving customer issues while tracking and recording the issue using FreshService call logging system. Assist in handling the volumes of contacts made by the FT business into Technology globally through phone, email, chat, self-service and direct contact, assisting in resolving or reassignment to the appropriate teams where applicable. Manage calls and tickets of the global team and your personal queue to ensure SLA targets are met. Ensure that customers are provided with regular updates on fault diagnosis prior to resolution and follow up that the customer is fully satisfied. Escalate support queries to appropriate IT teams and work collaboratively to ensure timely resolution. Perform user administration tasks on a host of end-user based applications and systems, both locally and globally. Create and share knowledge with all members of the global team. Handle both software and hardware installations, ensuring licensing procedures are followed, and help maintain a complete asset listing. Provide VOIP telephony support. Provide support to all mobile and end users devices, both FT and personally owned where appropriate. Understand the full range of services that the Service Desk provides. Develop and maintain a good understanding of the FT businesses and support priorities. Contribute to the continual service improvement of end-user services. Facilitate mobile handset and postpaid plan requests to respective suppliers. Report to the office in a hybrid work arrangement. Required skills and experience: Essential Proven ability to provide excellent customer service in a high call volume and fast paced environment. First-class communications skills, both written and spoken. Ability to multitask and work well under pressure in a shifting schedule rotation. Proficiency in identifying and prioritising critical tasks while effectively making decisions in high-pressure situations. Good working knowledge of Windows 11 and Mac OSX. Good working knowledge of Google products including Google Workspace and associated products. Proven ability to support remote customers across different devices i.e. desktop, laptop, mobile, tablet, Mac etc. Good working knowledge of Active Directory administration. Proven ability to work with the standard native Microsoft administration applications; AD, Computer Management, Proven ability to troubleshoot and resolve end user incidents. Desirable but not required: ITIL Foundation Certificate qualification. Accredited support qualifications. Accessibility We are a disability confident employer and Valuable 500 signatory. Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email talent@ft.com and a member of our team will be happy to help. We currently operate a hybrid model which requires staff to work onsite 50% of the time, subject to role requirements & regular review. While flexible working requests will be considered, not all patterns are suitable for all roles. We believe this balanced approach supports flexibility and protects our culture, making collaboration and communication easier, building stronger relationships and team cohesion, and supporting peer learning. We reserve discretion on reasonable notice to change this approach either generally or for specific individuals or teams. Further information At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications. Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all. Please beware of fraudulent job postings and offers claiming to be from the Financial Times. All legitimate opportunities will direct you to apply through the official Financial Times careers site, and the FT will never ask for financial information, payments, or referrals to third parties during the hiring process. If you have any concerns about the legitimacy of a job posting or suspect any scam activity, please contact talent@ft.com. 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