About Us

Across the FT Group, our people are united by a mission to deliver world-class information, news and services to our global audiences. We're a digital-first organisation made up of journalists, technologists, product managers, event planners, strategists, commercial and finance experts, marketing and communications specialists - and much more. Our strength is in our employees.

Our commitment to diversity and inclusion in the workplace

At the FT, we aim for employees across all regions to have a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work and have the flexibility they need to meet their personal needs. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

Main Duties and Responsibilities

  • Provide telephone, remote and desk-side support 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 Remedy 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.

  • To 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. 


PERSON SPECIFICATION

Qualifications / Capabilities / Skills / Experience

Essential 

  • Proven ability to provide excellent customer service.

  • First-class communications skills, both written and spoken.

  • Ability to multitask and work well under pressure.

  • Excellent knowledge of Windows 10 and Mac OSX backed by accredited training.

  • Excellent knowledge of Google products including G-suite and associated products.

  • Proven ability to support remote customers across different devices i.e. desktop, laptop, mobile, tablet, Mac etc.

  • Excellent knowledge of Active Directory administration.

  • Proven ability to work with the standard native Microsoft administration applications; AD, Computer Management, 

  • Ability to support Citrix

Desirable 

  • ITIL Foundation Certificate qualification.

  • Accredited support qualifications.

What’s in it for you? Our Benefits

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), medical cover, enhanced maternity & paternity packages, subsidised gym memberships and Giving Back opportunities. Full details of our benefits can be found here.

Further Information

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments 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, please contact a member of our HR team who will be happy to help.


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