Senior IT Helpdesk Analyst (12-Month Fixed-Term Contract)

TN United Kingdom; Dundee; On-site; GBP 25,000 - 45,000

Job description

Senior IT Helpdesk Analyst (12-Month Fixed-Term Contract), Dundee

Client:

DC Thomson

Location:

Dundee, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

31a89f31dc0d

Job Views:

3

Posted:

30.03.2025

Expiry Date:

14.05.2025

Job Description:

ABOUT DC THOMSON

At DC Thomson we are a business with a purpose – to make a positive impact on the communities we serve. We are home to some of the world’s best-loved media brands, organised around local news and radio, companionship, kids, advocacy, energy, puzzles and hobbies. The Courier, The Press & Journal, The Sunday Post, Beano, Stylist, Puzzler, bunkered, Energy Voice, Findmypast and Brightsolid are just some of the brands you might know us for. Deeply rooted in our communities, we are investing in data, technology and talent to unlock a new level of understanding about what really matters to our customers. This is how we are shaping the future of media. We’ve changed the way we work to create a flexible, collaborative, learning-led culture that draws on expertise from across the organisation to create award-winning content and cultural moments that make audiences want to be part of our communities. We’re looking for the best people to join us at DC Thomson, to share their energy, ideas and skills and be part of our story.

ABOUT THE ROLE

We are currently seeking a Senior IT Helpdesk Analyst to join our Technical Operations department. The position will be based full time in our Dundee or Aberdeen office. You will play a vital support role to our staff based around the UK and be part of a fully integrated and multi-skilled service support team, responsible for the support, administration and maintenance of DC Thomson’s Information Systems. You will be responsible for assessing issues and providing solutions that cannot be handled by our IT Support Analysts. You will also be dealing with the majority of Break/Fixes raised through Service Desk. You must be able to work and problem solve independently. You will also be required to investigate and exhaust all possible solutions before escalating to the IT Support Specialist.

Key responsibilities include:

• Ensuring that our customers receive a high level of engagement (this includes creating a ticket for their issue and gathering all information possible, setting reasonable SLA’s, updating notes and validating closures)
• Diagnosing Software/Hardware Issues and creating/implementing solutions that you have devised; you will then be expected to document and share your outcomes with the rest of the Service Desk
• Providing On-Site support throughout the business as and when required; visits will be booked in advance (this will include Aberdeen, Inverness, Glasgow, Perth, London & Reigate)
• Working closely with and providing support/guidance to other team members to ensure that our Service Desk staff feel supported, not isolated; this will ensure that our customers are also dealt with more efficiently
• The successful candidate would be expected to participate in an on-call rota and shift work may be required from time to time
• Being able to prioritise workloads independently to ensure the most efficient outcome for the business
• Providing support and mentorship to the IT Helpdesk Analysts to aid them in developing their own skills and career journey

ABOUT YOU

The successful candidate must have the following:

• Previous experience in a similar role
• A recognised Information Systems or Technical Qualification is preferred
• Experience in hybrid environment's on prem AD/Cloud
• Exposure to Windows 10/11 and Mac OS
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving skills
• Self-motivated and ability to work independently
• Ability to work with users to understand requirements and translate them into functional and technical requirements and solutions
• Ability to support other team members day to day

To apply for this role, please follow our online application process and submit a CV and cover letter.

This is a full-time, temporary position (12-month fixed-term contract), working 35 hours per week from our Dundee or Aberdeen Office. We offer a generous package including 34 days holiday, health cash plan, gym discount, excellent pension, a competitive salary, and many more staff discounts and benefits.

We are an equal opportunity employer and encourage applications from everyone and do not discriminate on the basis of race, religion, gender, sexual orientation, age, marital status, disability or any other protected characteristics.

Closing date for applications: Sunday, 13th April 2025 at 23:59hrs

Please note that we reserve the right to close the vacancy early once we have received suitable applications. Therefore, please ensure you submit your application as early as possible to avoid disappointment.