6 months ago
The Role (Background)
Due to an internal promotion we now require an additional resource on our Service Desk Team covering 1st/2ndLine Support.
Joining a wider support function, you will sit within a team of seven, covering support for both our London HQ and satellite offices UK wide as well as assisting remote users.
You will serve as the first point of call for any technology related issues. This will see you covering both 1st/2ndLine Support, and where necessary, escalating tickets/issues to the relevant team, through to resolution.
Day to day the role will include setting up new users, taking responsibility for Mac set up and phone configuration (both desk phone using Call Manager and mobile). Additionally you will be responsible for troubleshooting issues relating to hardware and software (including MacOS, Windows, Office 365, Adobe CC, Citrix, Salesforce, LAN and Wi-Fi). All general troubleshooting covering 1stand 2ndLine Support will sit within your remit and you will be responsible for supporting anyone from the Founder & Executive President down.
Regardless of the issue, it will fall to you, to show people how to fix the problem.
What we need from you:
Joining Global as 1st/2ndLine Support Analyst, we expect you to already have experience in a similar role in a commercial environment.
You will be confident and competent in supporting a wide-ranging team, taking responsibility of all issues either seeing through to resolution or where necessary escalating issues to relevant teams.
Regardless of who you are interacting with, we are looking for someone who has impeccable communication skills, being able to clearly explain the issue at hand to anyone, despite their level of technology understanding, covering a blend of both face to face and remote support.
We have a lot going on here at Global and you will always have a supportive team around you, however, we are looking for enthusiasm and someone who is a quick learner, willing to take initiative to boost their own skills and learning and think on their feet.
Finally, our environment here is fun, upbeat and friendly, we expect all our staff to be approachable and genuine in their approach to anyone they are working with.
What you’ll get from us;
This is a rare opportunity to join one of the UK’s biggest music industry players whilst simultaneously exposing you to a wide range of tech tasks from Mac to Office 365, all supporting our bespoke inhouse applications.
You will have frequent interaction across every level of staff; working with everyone from the CTO down, giving you exposure to all areas of the business.
This is an autonomous role where you will hit the ground running diligently and efficiently dealing with all tickets that come through.
We will foster and encourage your progression as you learn our systems and the nature of Global as a business. In the past, other team members have moved into Project Management Team, the Hosting, Network and Desktop teams, the decision will be yours as you grow your skillset.
Overall, the Global office is a superb place to be - we have fun, work hard, are a smart team that have genuine enthusiasm for what we do and joining us now is an incredible opportunity to boost your career.