Service Desk Analyst Peterborough 2023

As a Service Desk Analyst, you’ll be a key part of ensuring people within the business are able to work, both by fixing faults and by making sure that their IT needs are met.

The Service Desk Analyst is a customer facing role and is the first point of contact between the Bauer Business and IT, responsible for ensuring the delivery of high-quality IT support to all of Bauer UK. We need a Service Desk Analyst who can communicate clearly with customers about incidents and service affecting issues. You must ensure the IT requests are dealt with quickly and efficiently. This role is primarily phone-based support with remote tools available.

Our Team

Providing excellent customer service is central to everything we do on the Service Desk. We have a close team who work well in getting the best solution for our internal customers. Everyone is unique and able to offer their own experiences and knowledge and we are looking for someone that will complement or bring something new to the existing team.

Role Responsibility

• Working with customers within Bauer UK,
• Building up trusting relationships with our customers,
• Able to work with a team to get the best service to the customer to meet their IT requirements
• Handle Tickets by escalating to 3rd Line Teams where required
• Look through documentation to ensure it’s current and inline with Business needs.
• Experience of Using Service Now ITSM Tool

The Ideal Candidate

The ability to build brilliant relationships whilst working in a time-pressured environment is at the heart of everything you’ll do in this role, so you’ll bring:

• Great attitude to work and working on the Service desk
• Excellent Communication Skills Written and Verbal
• The ability to build relationships with our customers
• The ability to manage a busy workload in a time-pressured environment
• Great team working skills, and the ability to support others in the team as needed.
• Confidence in your interpersonal skills.
• A real passion for helping people. Attitude is all important on the Service Desk, so a ‘can do’ outlook is essential.

Package Description

Rewards packages at Bauer Media offer a range of salary sacrifice Benefits, such as our pension scheme and flexible holidays, as well as exclusive Perks like great deals and discounts for everyday life.

• 25 days holiday + bank holidays
• Discounted high street vouchers
• Internal Bauer Academy – Wide range of learning opportunities to support with your Career Development ((4) Bauer Media Group - Academy: Posts | LinkedIn)
• Opportunity to buy additional holiday
• 2 Volunteer days
• Enhanced family friendly policy
• Cycle to work scheme, tech loan scheme and groups discounts for healthcare insurance
• Discounted subscriptions on Bauer publications (50%)
• Thrive initiatives – Wellbeing at Bauer
• Opportunities to contribute to our Belonging@Bauer and Sustainability initiatives

Flexible Working

We want to make sure that we find the right people to work in our teams, and we know that the traditional 9-5, five days a week doesn’t suit everyone. So, we would love to hear from you if you feel you’re a great fit for this role and would like to work flexibly. If you are the right person for this role, we’ll find the right working approach for you.

About Bauer Media Group

Bauer Media Group has become an enduringly successful media corporation by focusing on creating content that matters most to millions of people around the world: from print and online publishing to radio and money-helper services for consumers, as well as sales and marketing services for SMB. Family-owned in the 5th generation, Bauer focuses on the long term, with a consumer-first mindset that guides us across our increasingly diverse portfolio. Our workforce of 15,000 shares a passion – to deliver content and services that are popular with, and helpful to, our customers and partners.

Bauer Media Audio is Europe’s leading digital commercial broadcaster and audio operator. Experts in the power of sound, the company reaches over twenty-five million listeners daily through its market-leading broadcast radio, online services, and podcasts. Spanning 9 countries - the UK, Republic of Ireland, Portugal, Sweden, Norway, Denmark, Finland, Poland and Slovakia - BM Audio owns leading brands including KISS, Mix Megapol, Absolute Radio, Radio Norge, Radio Expres, Radio Nova, Radio 100 and RMF.

What we will offer you

Quite simply, our promise to you is that Bauer Media is a great place to do great work with great people. Our people take an enormous amount of pride in the brands they support. They like their team members, and they feel supported by their managers. We all take collective responsibility for our culture, because we know it has a ripple effect out across our brands. That’s why our culture of inclusion at work, Belonging at Bauer, is at the heart of everything we do. Belonging at Bauer is about our dual goals of being as representative as we can of the audiences we serve, and about creating a working environment where all our people feel able to bring their whole selves to work every day. It’s part of everything we do, and everyone who works here is responsible. If you join us, you’ll be an important part of this as well.

We’re proud to be the driving force behind the “Where’s your head at?” campaign, which is working to put Mental Health First Aiders on an equal footing with traditional workplace First Aiders. This is a priority for all of us that work at Bauer and we now have fully trained Mental Health First Aiders supporting and working across all of our UK locations.