Service Desk Analyst

In the words of one of our senior clients recently…

"Market Research has changed more in the past 3 years, than in the previous 40".

About System1

System1 is the Creative Effectiveness Platform. Our target customers are the world's largest advertisers. We predict and improve marketing effectiveness. Our advertising and idea tests measure emotion to give our customers the most accurate predictions of the business impact of creativity.

The IT service desk is responsible for providing a single point of contact for all users of System1 IT services to report an incident, request, or change control. We provide excellent personal service and ensure that we take a proactive role in supplying solutions to the needs of the IT users in line with business objectives.

• We support all employees including contract staff. This means we support more than 150 staff members.
• On average, 300-400 tickets are raised and processed by the IT service desk per month.

The IT service desk is an integral part of the System1 business and acts as the gateway for IT users to engage with the IT department. The work done within this team ensures that all staff at System1 have what they need, working to the expected levels, to perform their roles and push the System1 business to the next level.

Do you want to join us to excite and change the industry?

What will you be doing?

• Performing first-time fixes on incidents raised to the team in a professional manner.
• Providing first-line telephone and ticket-based hardware and application support to the System1 business and attendance required in the London office every Wednesday.
• Performing service requests raised to the team including accounts setup, software installations, and physical desk moves.
• Proactively identifying problems and trends and proposing solutions and recommendations to optimize systems performance and stability.
• Renewing or procuring services on behalf of the IT department where required by following the purchase order process.
• Providing reports on IT performance to senior members of the System1 business.
• Assisting in the transition process from either an internal or external IT development team into IT support.
• Creating and maintaining IT support documentation where it is missing or incorrect.

KPI's:

• Achieve an SLA target of 85% for tickets that are managed by the IT service desk.
• Be able to perform all service requests that are managed by the IT team.

You need to be this kind of person:

• Commercially driven with an appetite to drive a business unit.
• Strong attention to detail with a drive for excellence in delivery.
• Demonstrate experience of working in a fast-paced office environment as part of a professional team.
• Ability to multitask and prioritize without getting flustered.
• Ability to self-manage where needed.

You need to have the following experience:

• Windows 11 installation, configuration, and administration – Essential.
• JIRA Service Management Tool – Essential to have used JIRA or a similar system.
• Microsoft 365 Business Premium and SharePoint – Essential.
• Microsoft Teams and M365 administration – Essential.
• Microsoft Endpoint Security is beneficial.
• Desktop/laptop build processes – Essential.
• Azure Active Directory and Microsoft MDM (INTUNE) – Essential.
• Apple Mac OS exposure would be beneficial.
• Knowledge and understanding of ITIL.
• Excellent customer service skills and a willingness to deal directly with users either by phone/video or face to face.
• Excellent written skills are essential.
• Experience at working in a busy support environment.
• Evidence of process improvement to increase efficiency must be shown.

We offer a competitive salary and bonus scheme, including health insurance and pension. Our people are important to us, and we understand that each person has a life outside of work, and we therefore offer flexible working arrangements (Hybrid) aiming to suit your needs. We also offer several wellbeing resources such as "de-clutter" afternoons for your personal and professional needs.

We encourage learning and offer education reimbursement opportunities.

We have recognition schemes and regular socials, including summer and winter parties

We welcome applicants from all diverse communities and encourage our candidates to ask us about reasonable adjustments that we may be able to make to support through our recruitment process and while in post.