Service Desk Specialist

Ascential Group
Job function:
Job type:
Perm Full Time
New York, USA
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Role overview 
This role is part of the Service Delivery team responsible for providing support to all of our business functions. The role of Service Desk Engineer is Delivering 1st/2nd line software and hardware support as an on-site presence across our US offices and for remote users globally

Key Responsibilities:

  • Resolving or fulfilling all incoming interactions from users in person, on the phone and via e-mail in a 70/30 Windows/Mac OS based environment
  • Ensuring all interactions with users are logged and managed throughout the ticket life-cycle in line with the SLAs agreed with the organisation
  • Managing on-site IT build rooms and the associated equipment including maintaining and repairing laptops as required
  • Contributing to the meeting of key performance indicator metrics outlined by the US Service Manager
  • Building and configuring both Windows and Mac OS hardware through relevant automation platforms
  • Handling inbound telephone calls to the Service Desk as required.
  • Liaising with relevant 3rd line departments to resolve more complex technical issues where required
  • Sharing knowledge with both technical members of staff and end users through the creation of documentation as per agreed templates
  • Maintaining and developing own technical knowledge and skills through utilizing online training platform
  • Identifying and escalating repeat issues to increase first time fault resolution
  • Delivering training to staff on core technologies such as Fuze, Microsoft Office and G-Suite
  • Supporting user audio/visual meetings and events in both office and off-site locations as required
  • Enforcing all IT security policies, reporting any breaches or risks to the Information Security team appropriately
  • Sharing responsibility of covering weekends on call with rest of the team

This list is not exhaustive and there may be other activities you are required to deliver.

Your Experience:

  • Relevant experience, working within a Service Desk environment
  • Extremely personable, able to communicate effectively with users at all levels of the organisation via various communication methods
  • Problem solver, demonstrate a logical approach to problem solving
  • Genuinely enthusiastic, remaining positive in challenging situations
  • Thirsty for knowledge, looking to develop and improve own skills
  • Excellent communicator, able to present complex technology information clearly and concisely, adapting communication style as required
  • Agile, able to react and adapt to varied situations in a calm and efficient manner
  • Attention to detail, along with a focus on deliverables
  • Team player, able to work effectively as part of a team which is spread out globally with varying workload and pressures


  • Experience working in an enterprise IT environment
  • ITIL v3 Foundation qualification
  • Experience supporting Mac OS operating systems
  • Familiarity with Technologies such as Fuze, AnyConnect VPN client, Microfocus ServiceAnywhere ITSM tool, SharePoint, Office 365/G-Suite (administration), Lenovo/Apple hardware, Papercut, Sophos Web Protection

Experience delivering IT support to senior members of staff within a large scale organisation

What we offer:  

Our benefits package incorporates what we're passionate about - unlocking your future, overall well-being and sustainability - while giving you control over your benefits.

15 day of vacation per year and an extra day for each year of service up to 20 days
401K - Saving Incentive plan
Flexible Spending accounts
Vision benefits
Great learning and development opportunities
Private Medical and Dental Insurance plans
Life Assurance and Disability insurance
Option to opt into the Ascential Shares Scheme

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