Financial Times

About the Company

About the Financial Times
The Financial Times is one of the world's leading business news organisations, recognised internationally for its authority, integrity and accuracy. The FT has a record paying readership of one million, three-quarters of which are digital subscriptions. It is part of Nikkei Inc., which provides a broad range of information, news and services for the global business community.

Learn more about the FT, including announcements and career opportunities, at aboutus.ft.com.

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Listed Jobs

Company Name

Financial Times

Job Title

IT Service Desk Analyst

Job Description

**Job Title:** IT Service Desk Analyst **Role Summary:** Provide first- and second-line technical support for approximately 3,000 global employees, delivering high‑quality customer service via telephone, remote, and desk‑side channels. Manage call/ticket queues to meet SLA targets, handle user administration, software/hardware installations, and asset management. Participate in project work and contribute to knowledge base creation and process improvement initiatives. **Expectations:** - Deliver consistently excellent customer service, communicating confidently, positively, and reassuringly in high‑pressure situations. - Effectively multitask and adapt quickly to changing procedures and customer needs. - Maintain professional appearance and conduct, demonstrating strong team collaboration and a proactive, learning mindset. **Key Responsibilities:** 1. Provide telephone, remote, and desk‑side support to users locally and globally. 2. Manage call and ticket queues, ensuring SLA compliance. 3. Communicate regular, proactive updates on fault diagnosis and resolution; confirm user satisfaction. 4. Escalate issues following defined escalation processes and collaborate with colleagues and other teams. 5. Conduct user administration tasks for end‑user applications and systems globally. 6. Support software and hardware installations, ensuring compliance with licensing. 7. Maintain CMDB and follow asset management procedures. 8. Provide support for mobile and personal devices where applicable. 9. Create and share knowledge articles with the global team. 10. Contribute to team discussions and process improvement initiatives. 11. Attend meetings and share informed opinions. **Required Skills:** - Strong customer‑service orientation and excellent communication skills. - Ability to multitask under pressure and adapt to changing demands. - Familiarity with Windows 11 and macOS operating systems. - Experience supporting a range of remote devices (desktop, laptop, mobile, tablet, Mac). - Detail‑oriented, professional presentation, and proactive work approach. **Desirable Skills:** - Previous customer‑focused role experience. - Knowledge of Google Workspace products. - Basic Active Directory administration. - Awareness of AI support tools (ChatGPT, Gemini) as aids, not dependencies. **Required Education & Certifications:** - Minimum secondary education with relevant IT technical training or equivalent experience. - No mandatory certifications; relevant IT certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are advantageous.

London, United kingdom

Hybrid

18-03-2026