Service Desk Specialist

Ascential Group
Job function:
Job type:
Perm Full Time
Boston, USA
Competitive Market Rate Salary
Job ref:

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 and Microsoft Office
  • 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


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 (administration), Lenovo/Toshiba 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 - whilst giving you control over your benefits.

  • 15 day of holiday 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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