Service Desk Analyst
Role Overview
The Service Desk Analyst joins a collaborative IT Service Desk team based in Peterborough.
The role is the first point of contact for colleagues across Bauer Media Group's UK businesses.
The team supports audio and publishing brands and focuses on friendly, solution-focused internal service.
Key Skills for This Role
Full Job Posting
Role overview
The Service Desk Analyst joins a collaborative IT Service Desk team based in Peterborough.
The role is the first point of contact for colleagues across Bauer Media Group's UK businesses.
The team supports audio and publishing brands and focuses on friendly, solution-focused internal service.
Responsibilities
- Deliver first- and second-line IT support by phone, ticketing system, and live chat.
- Log and manage incidents and requests in ServiceNow.
- Troubleshoot Windows, Azure, Exchange, Active Directory, and Office 365 issues.
- Set up laptops, accounts, and permissions for new starters.
- Proactively solve common and unfamiliar technical problems.
Required skills
- Experience in a service desk or IT support role.
- Hands-on knowledge of Windows, Microsoft Exchange, and Azure Active Directory or Microsoft Entra ID.
- Experience with ticketing systems such as ServiceNow and live chat functions.
- Excellent customer service and ability to communicate technical solutions to non-technical colleagues.
- Strong attention to detail, problem-solving ability, teamwork, flexibility, and a solutions-focused attitude.
Desirable skills
- Basic Mac troubleshooting knowledge or experience using Jamf.
- Microsoft Intune experience.
- Experience creating or managing mailboxes.
- Exposure to hybrid or remote IT support setups.
Working pattern and location
- The role uses a hybrid working arrangement with two days per week in the Peterborough office and three days working from home.
- The standard shift pattern is Monday to Friday, either 8:00am to 4:30pm or 8:30am to 5:00pm.
- Occasional flexibility may be required to cover holidays or sickness.
About Bauer Media Group
Bauer Media Group is an international media business spanning publishing, audio broadcasting, podcasts, and entertainment.
The company describes a collaborative, consumer-first culture focused on content and services that enrich everyday life.
Benefits
- Benefits include 28 days of holiday, bank holidays, two volunteer days, training through Bauer Academy, and flexible working.
- Enhanced maternity, adoption, paternity, and shared parental leave pay is available.
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