Service Desk Specialist

**About Us**

Technology is an integral part of the overall European operating model, where we value transparency and accountability and focus on value. Our overall goal is to enable the future of media by being the industry leading technology team who is customer obsessed, reliable, fast, flexible, and innovative.

We are now looking for a Service Desk Technician.

**About the role**

The Service Desk Specialist’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools and require the individual to give in-person, hands-on help at the desktop level.

The Role is based in our London Office in Golden Square; however, you may be required to travel to our other regional offices and depots. We do offer hybrid working, providing that the team provides adequate cover for the offices.

**What you’ll be doing**

**Strategy & Planning**
- Evaluate documented resolutions and analyse trends for ways to prevent recurring issues.
- Alert management to emerging trends in incidents.

**Acquisition & Deployment**
- Deploy pre-packaged software as needed using automated deployment tools.
- Assist in software releases and rollouts according to change management best practices.

**Operational Management**
- Assisting in providing Level I support when request volumes are high.
- Act as an escalation point for advanced or challenging help requests.
- Escalate incidents with accurate documentation to a suitable technician or vendor when required.
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions and actions taken, through to final resolution.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through the internal and external knowledge base as needed.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Install antivirus software and ensure virus definitions are up to date.
- Test fixes to ensure the problem has been adequately resolved.
- Perform post-resolution follow-ups with Level I Technicians as required.
- Develop help sheets and FAQ lists for end users.
- Contribute to technician knowledge base and training as needed.
- Reinforce SLAs to manage end-user expectations.
- Provide suggestions for continual improvement

**What we’re looking for**

**Knowledge & Experience**
- Knowledge of advanced computer hardware, including [Microsoft, Dell, Lenovo, Apple].
- Experience with desktop operating systems, including [Windows 10 and 11, MAC OS and Linux].
- Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
- Strong documentation skills.

**Personal Attributes**
- Ability to research a wide range of computing issues.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly, business-friendly, and technical language.
- Highly self-motivated.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritise and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.

**Who you’ll work with**

**Internal**: Tech Europe teams such as Infrastructure, Application, Digital, InfoSec, Architecture, Portfolio, Change management etc.

Business stakeholders from across our functions such as Marketing, Sales, AdOps, Finance, Operations, People etc

**External**: Suppliers/delivery teams

**What’s in it for you?**

Our people are bonded by a humility and commitment to challenge the status quo. We offer a great team to be a part of, a home for your individuality, as well as a place to bring fresh ideas and to grow and develop. We have a fun and informal culture while also being a future-facing business that wants to make a difference. So, Bring you. Shape us.
- Base salary plus participation in an annual company bonus scheme
- 25 days paid holiday + BH
- Hybrid working
- Company Pension Scheme and Life Insurance
- Access to cycle to work scheme, season ticket loans and a whole host of discounts across 100s of retailers
- At Clear Channel we believe in fairness and as an equal opportunities employer we work hard to foster an inclusive environment, a place you can truly be yourself and be treated fairly. We focus purely on skills and behaviours so if you'd like the opportunity to help us create the future of media, out of home, we'd like to hear from you._