The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It’s a job that’s never mattered more, and a career that can take you anywhere you want to go.
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At the FT, we give all employees a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.
About the role:
The successful candidate will provide technical support for over 3k FT staff globally. In addition to support work, there will also be involvement in project-based work, in which you will be expected to work on projects without supervision. The must-have quality required for this role is the ability to work proactively to continually improve our processes. The need to be able to talk with people in a confident, positive and reassuring manner should not be underestimated, as should the ability to multi-task and work well under pressure. This role will be in a hybrid working environment, which will consist of working from our Bracken House office and from home. Main Duties and Responsibilities
Able to provide telephone, remote, and desk-side support to the business, both locally and globally when needed. Manage calls and tickets within your teams and your personal queue to ensure that SLA targets are met. This UK-based role covers 35 hours a week as part of a shift pattern covering Monday to Friday (between 08:00 and 18:00). To ensure that customers are provided with regular updates on fault diagnosis prior to resolution and follow up that the customer is fully satisfied. Deal with escalated support queries from analysts and peers. Create, improve, and peer review documentation. Provide support to all mobile and end-user devices, both FT and personally owned where appropriate. Use initiative to find solutions to common issues and problems within the service desk. Mentor Analysts to ensure they have the skills and knowledge they need to resolve issues and problems. Able to serve as a positive role model: Demonstrate professionalism, integrity, and exemplary behavior in all interactions, setting a standard for others to follow. Able to work on project work while using own initiative. Producing new ideas on how to improve on how we work. Liaise with other IT teams, departments, and external vendors to resolve complex issues. Able to contribute to effectively managing our IT asset estate. Qualifications:
Ability to provide excellent customer service. Excellent communication skills. Ability to multitask and work well under pressure. Good knowledge of Windows 11 and Mac OS. Ability to support remote customers across different devices i.e. desktop, laptop, mobile, tablet, Mac etc. Has previously supported OKTA. Has previously supported Google Suite. Able to demonstrate a proactive way of working. Familiar with using Active Directory and InTune. Has worked with FreshService or similar ITSM tooling. Has worked with Slack (Grid). Agile ways of working. Previous experience using tools to automate workflows etc. Experience with ITAM tooling. What’s in it for you? Our Benefits:
Our benefits vary depending on location, but we are committed to providing best-in-class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include generous annual leave allowances, flexible working (including working from home), health coverage (medical, dental & vision insurance), 401k and company match, enhanced family leave packages, and Giving Back opportunities. Full details of our benefits can be found here. Further Information:
The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, please contact a member of our HR team who will be happy to help.
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The successful candidate will provide technical support for over 3k FT staff globally. In addition to support work, there will also be involvement in project-based work, in which you will be expected to work on projects without supervision. The must-have quality required for this role is the ability to work proactively to continually improve our processes. The need to be able to talk with people in a confident, positive and reassuring manner should not be underestimated, as should the ability to multi-task and work well under pressure. This role will be in a hybrid working environment, which will consist of working from our Bracken House office and from home. Main Duties and Responsibilities
Able to provide telephone, remote, and desk-side support to the business, both locally and globally when needed. Manage calls and tickets within your teams and your personal queue to ensure that SLA targets are met. This UK-based role covers 35 hours a week as part of a shift pattern covering Monday to Friday (between 08:00 and 18:00). To ensure that customers are provided with regular updates on fault diagnosis prior to resolution and follow up that the customer is fully satisfied. Deal with escalated support queries from analysts and peers. Create, improve, and peer review documentation. Provide support to all mobile and end-user devices, both FT and personally owned where appropriate. Use initiative to find solutions to common issues and problems within the service desk. Mentor Analysts to ensure they have the skills and knowledge they need to resolve issues and problems. Able to serve as a positive role model: Demonstrate professionalism, integrity, and exemplary behavior in all interactions, setting a standard for others to follow. Able to work on project work while using own initiative. Producing new ideas on how to improve on how we work. Liaise with other IT teams, departments, and external vendors to resolve complex issues. Able to contribute to effectively managing our IT asset estate. Qualifications:
Ability to provide excellent customer service. Excellent communication skills. Ability to multitask and work well under pressure. Good knowledge of Windows 11 and Mac OS. Ability to support remote customers across different devices i.e. desktop, laptop, mobile, tablet, Mac etc. Has previously supported OKTA. Has previously supported Google Suite. Able to demonstrate a proactive way of working. Familiar with using Active Directory and InTune. Has worked with FreshService or similar ITSM tooling. Has worked with Slack (Grid). Agile ways of working. Previous experience using tools to automate workflows etc. Experience with ITAM tooling. What’s in it for you? Our Benefits:
Our benefits vary depending on location, but we are committed to providing best-in-class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include generous annual leave allowances, flexible working (including working from home), health coverage (medical, dental & vision insurance), 401k and company match, enhanced family leave packages, and Giving Back opportunities. Full details of our benefits can be found here. Further Information:
The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, please contact a member of our HR team who will be happy to help.
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