Platforms Support Analyst

The Economist Group is the leading source of analysis on international business and world affairs. We deliver our information through a range of formats, from newspapers and magazines to conferences and electronic services. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.

We are recruiting a Platforms Support Analyst as a 1st line role in support the Editorial staff and systems that underpin the weekly creation and publishing of The Economist and related publications.  The role is primarily based in one of our London offices (near Embankment station), but the role will be remote for around half the week.  The Economist is in the middle of evaluating the remote working policy, one thing that is clear though is that the requirement to be physically in the office will never increase from around half the working week.

How will you contribute:

• Staff the Editorial Platforms ServiceDesk, Monday to Friday between the hours of 09:30 and 17:30
• Receiving and recording details of customer problems, prioritising and then resolving or escalating them via phone, email, TeamViewer, Zoom or Google Meet
• Ensuring an excellent level of support is provided 
• To keep customers informed of their call request status and progress
• Escalation of problems to colleague and/or Publishing Systems Manager as appropriate
• Liaise with other IT teams, where appropriate, in order to resolve customer requests
• Promoting the services of the team in a way that improves the Customer perception of Group IT
• Troubleshoot printer issues, occasionally changing printer toners
• Decisions and resolution of day-to-day problems
• Assigning calls to Platform Support Engineers or SysOps Engineers

The ideal skills for this role are:

• Ability to take ownership of a problem and ensure its resolution
• Ability to troubleshoot and remain calm under pressure
• Excellent written and verbal communication skills
• Good customer management capability
• Must be a team player
• Able to set-up and troubleshoot Google Hangouts, Zoom meetings & basic meeting room AV equipment
• Track record of successful service delivery
• Good working knowledge of Microsoft products, Google Workspace (Gmail, Docs etc), PCs, Macs, printers and networking
• Ability to use Helpdesk software to log and report on calls
• Previous experience in a Helpdesk or Service Desk environment
• Have a passion for technology and keep abreast of upcoming changes in the industry and world at large