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Join our team at the Guardian and be a part of a diverse and inclusive global organisation that delivers fearless, investigative journalism, and holds power to account. Our team of award-winning journalists, cutting-edge commercial professionals, and industry-leading digital experts are committed to making a difference and represent a wide range of backgrounds and perspectives. We offer a challenging and exciting environment for career development, with a focus on training, growth and fostering an inclusive culture.

We now have an opportunity for an IT Service Desk Analyst to join our Enterprise Technology team! In this role you'll play a key role by being the first point of contact for our technology services users and provide them with regular updates until their issues are resolved. Our ideal candidate will be someone who loves providing a superb customer experience whilst delivering knowledgeable IT support!

In this role you will be working as part of a team to staff our IT Service Desk between the hours of 8am – 6pm, Monday to Friday (on a shift rota basis).

About the role

• Be the first point of call for technical issues to the business and 3rd party suppliers


• Troubleshoot and provide PC, Mac and laptop hardware and software support over the phone, in person, by email, or SMS as appropriate escalating these issues when required


• Staff the ‘in-person' IT Service Desk and provide support to users


• Complete routine support requests, such as setting up user accounts, logon testing and document archiving


• Ensure your manager is kept updated at all times of any critical issues and/or concerns

About you

• Experience of working on a technical helpdesk


• Great customer service skills, friendly and confident when speaking to users on the phone or in person


• Ability to prioritise, work to deadlines and take ownership of issues to ensure they are effectively resolved


• Proactive and confident multi-tasking


• Solid working knowledge of PCs and Macs


• Good understanding of Microsoft Office, Google Mail and web browsers


• Knowledge of mobile technologies


• Analytical and problem-solving skills

And lastly, if you share in the Guardian's mission and values, you'll be well placed to help us succeed.

Does this all sound like you? Then we'd love to hear from you.

The closing date for applications is 12th October 2023.

Please let us know if there are any changes we could make to the recruitment process to make it easier and more comfortable for you. Contact alice.connor@guardian.co.uk so we can work with you to support you throughout the recruitment process.

How to apply

To apply, please upload your latest CV and a cover letter which outlines why you'd love to take on this role, and why you're a great match for what we're looking for.

About Us

The Guardian offers a competitive benefits package including a generous pension, healthcare, dental insurance options, cycle to work scheme and 2 paid volunteering days per year.

We have a strong commitment to your learning, development and wellbeing, with hundreds of different courses available - ranging from bite-sized e-learning courses, to on-site workshops and professional certifications.

It's the talent, energy and commitment our people bring to our business that make us who we are. Across our business we have some of the brightest and best people in media and beyond: award winning journalists, cutting edge commercial teams, industry leading digital talent and much, much more.

We are a vibrant and diverse community with many events groups and forums to get involved in. Our Kings Place offices overlook Regents Canal, with the newly-developed Coal Drops Yard, Granary Square and St Pancras Square shops, restaurants and pop-ups.

We value and respect all differences (seen and unseen) in all people at the Guardian. We aspire to have inclusive working experiences and an environment that reflects the audience we serve, where our people have equal access to career development opportunities, their voices are heard and can contribute to our future. The Guardian actively encourages applications from BAME candidates.

At The Guardian, many of our staff work flexibly and we will consider all requests for flexible working arrangements.