On-site Service Desk Analyst 1st line

We have a fantastic opportunity for an Onsite Service Desk Analyst to join our small but very busy UKbased Service Desk team at our Milton Park office hub in AbingdononThames Oxfordshire.

This would be a fantastic opportunity for someone looking to take their next step in IT support and who relishes the challenge of working for a global organisation with often complex and varied systemsbased requirements.

As a Service Desk Analyst you will:

• Receive and record all calls from customers/business colleagues and manage and prioritize numerous open cases.
• Ensure colleagues are kept informed of the status and progress of incidents and requests.
• Work within Service Level Agreements (SLAs)
• Diagnose and solve hardware and software incidents or escalate within SLAs.
• Ensure all tickets have been categorized triaged updated dispatched and closed within SLAs.
• Escalate tickets as needed or appropriate to 2nd line support/management.
• Use breakfix instructions to resolve customer issues quickly.
• Order and configure new kit as necessary.
• Application account provisioning and administration.
• Provide onsite deskside and meeting room support as needed.
• Ensure new recruits receive a professional induction from IT and that their workstations and user accounts are set up within SLA.
• Provide specific and professional support to the executive team to ensure issuefree meetings.

Qualifications :

In order to be successful in this role you will:

• have training in the computing field or equivalent
• have an ITIL Foundation certification (desirable)
• have some knowledge/awareness of cyber security issues
• have strong hardware knowledge including connectivity related issues
• have some knowledge/awareness of networking
• have experience of providing IT support in a busy customerfocused environment and offer a first class customer experience (even when operating under pressure)
• be used to and comfortable with managing a heavy and varied workload
• be able to communicate effectively with nontechnical customers
• be a true team player
• have a solutionsfocused mindset
• be able to perform light physical work such as lifting/moving monitors and workstations

Additional Information :

Location: The successful candidate will be able to utilise our balanced working model. We ask that candidates live within a commutable distance of our Milton Park Abingdon office to ensure that as a balanced worker they can make it to our office locations to collaborate as required. There is an expectation for a minimum of 3 days per week inperson time. In addition to this you must also be able to come into the office on other days where needed (e.g. when one of the team is on holiday).

Closing Date: Applications will close on 28th April 2025.

What we offer in return: 

• A salary of 30000 pa 5 bonus
• An excellent work/life balance with a fantastic flexible working culture
• 25 days annual leave per year plus a day off for your birthday 
• 3 additional discretionary days off during the holiday season at the end of the year 
• 4 paid volunteering days each year 
• Company funded single cover private medical insurance  
• Employee assistance programme offering 24/7 wellbeing support 
• Share Match Plan that matches every share purchased with two free shares. 
• Pension scheme 
• Life assurance plus optical and medical care

Being Yourself at Taylor & Francis 

If youre excited about working with Taylor & Francis to foster human progress through knowledge we invite you to apply even if your existing skills and experience dont fit every item listed above. At Taylor & Francis we are at our best and most successful when colleagues can be themselves and make a contribution regardless of their identity or background. As a colleague you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources incentives and flexibility you need to enjoy success at work and to live a healthy balanced life. 

Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis recruits develops and retains colleagues without regard to any protected personal characteristics or other nonmerit based factor. 

We genuinely care about our colleagues promoting worklife balance wellbeing and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities and to innovate and develop in areas which you are passionate about. To find out more about our business and the great career opportunities please go to our Careers Site: better yet check out our LinkedIn Life Page highlighting our accomplishments employees and company culture. Its also a good way of meeting our recruitment team who will be happy to advise you on your journey here at T&F. 

know that sometimes the perfect candidate doesnt exist and that people can be put off applying for a job if they dont fit all the requirements. If youre excited about working for us and have most of the skills or experience were looking for please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive inclusive environments where our colleagues can succeed.  As such Informa is proud to be an Equal Opportunity Employer.  We do not discriminate on the basis of race colour ancestry national origin religion or religious creed mental or physical disability medical condition genetic information sex (including pregnancy childbirth and related medical conditions) sexual orientation gender identity gender expression age marital status citizenship or other protected characteristics under local law.    This role may also be available on a flexible working or part time basis please ask the Talent Acquisition team for more information. 

To find out more about our business and the great career opportunities please go to our Careers Site: https://taylorandfrancis/careers/