Global IT Support Specialist

2 weeks ago


London, Greater London, United Kingdom Hearst Full time

At Hearst UK, we're driven by a passion for storytelling and innovation. As a Global IT Support Specialist – Maternity Cover Contract, you'll play a vital role in shaping the next chapter of our company's history.

We're the UK's leading premium publisher, behind iconic media brands such as Cosmopolitan, Esquire, Elle, Harper's Bazaar, and Country Living. Our working environment encourages collaboration, creativity, and trust – we're always looking for brave new ideas to develop and improve.

This role sits within our Hearst Enterprise Technology department, providing IT services and support for all Hearst Divisions globally. Our Group is responsible for ServiceDesk services & support, desktop support, and end-user technology support.

As a Global IT Support Specialist, you'll form part of a global support team providing centralized resources for help and break-fix IT support to all Hearst employees. You'll build key relationships with other ServiceDesk first-line staff located in both the UK and the US.

About the Role

  • Responding to incidents/requests/queries via phone, chat, or email channels
  • Categorization and logging of all IT Incidents and IT Requests within the ServiceNow IT ticketing system
  • Taking ownership of IT issues from start to finish, ensuring tickets are closed within agreed SLA
  • Identifying, diagnosing, prioritizing issues, and problems
  • Escalating unresolved issues to higher-level support or direct line management
  • Printer and hardware peripheral support
  • Mobile phone support (iPhone + Android)
  • Deskphone configuration/disabling

About You

The ideal candidate should have previous experience working in a team that provides Help Desk Support for users across different time zones via a call centre environment. You should also have a good understanding of ITSM best practices. Ideally, you'll have ServiceNow ticket management experience and PC/MAC OS user support experience.

Estimated Salary: £32,000 - £38,000 per annum

At Hearst UK, you can choose from a range of benefits that can help you learn well, work well, and live well, including:

  • 25 days' holiday (with the option to buy up to 5 additional holiday days) – pro-rated for part-time or fixed-term employees
  • Discounted gym membership
  • Healthcare cash plan
  • Spend a charity day with your favourite good cause
  • Life assurance and pension scheme
  • Regular socials and more

We're deeply committed to using our influential brands to reflect the world we want to live in – one that respects, protects, represents, and uplifts the voices and opinions of all people. We recognize the significant benefits of creativity, collaboration, and innovation that come with diverse teams.



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