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The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and finding empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It’s a job that’s never mattered more, and a career that can take you anywhere you want to go.

Our commitment to diversity and inclusion in the workplace:

At the FT, we give all employees 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. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

About the role:

The Senior Service Desk Analyst role serves as the primary escalation point for technical queries, manages junior team members, and oversees incident, problem, and change management processes within the Global Service Desk. Responsibilities include providing Omni-channel support, tracking performance, managing vendor relationships, and continuously improving service tools and processes. Additionally, the role involves coordinating escalations, representing the Service Desk in meetings, and driving customer service improvements

Responsibilities:

Technical escalation point for all first and second line queries before further escalation into the 2nd and 3rd line support teams.
Line manages junior members of the team to develop performance and drive towards service excellence.
Own Incident Management on P1 incidents involving Global Service Desk applications and services especially office printers, telephony and audio visual equipment.
Own the Problem Management process in the Global Service Desk.
Lead the Change Management process and coordination on services that will have an impact on the Service Desk.
Provide omni channel support (telephone, chat, email, remote and desk-side) to the staff globally, diagnosing and resolving customer issues while tracking and recording the issue using Fresh call logging system.
Assist management in supervising individual and team performance through reporting and scorecards.
Lead vendor management activities with the 3rd party support providers that interact directly with the Service Desk (i.e. onboarding suppliers, contract review and renewals, etc).
Continually review and update current processes and coordinate these with the team, ensuring they are understood and then followed going forward.
Drive the continuous improvement of services tools and processes of the global team by proactively conducting gap analysis and implementing the solution.
Where issues are escalated to 3rd line teams, ensure that all the information is captured and provide further assistance to coordinate further.
Represent the Service Desk at Technology meetings such as the Staff Experience showcase
Own Customer Service Improvements to maintain a fit for purpose environment for our globally distributed teams - based on our ITSM tools.
Report to the office in a hybrid work arrangement

Qualifications:

Extensive experience in technical support, including managing escalations.
Proven track record in managing and developing junior team members.
Strong skills in incident, problem, and change management.
Proficiency in providing omni-channel support (phone, chat, email, remote, desk-side).
Experience with performance tracking and reporting.
Ability to manage vendor relationships and contracts.
Expertise in reviewing and improving processes and service tools.
Strong coordination skills for handling escalations and ensuring communication.
Effective representation in meetings and excellent communication abilities.
Commitment to customer service and continuous improvement.
Ability to work in a hybrid office/remote environment.

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), health coverage (medical, dental & vision insurance), 401k and company match, enhanced maternity & paternity packages, 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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