Deskside Analyst

What you will be doing

• Diagnosing and resolving technical issues relating to desktop environments, end‑user devices, enterprise applications and core IT services.
• Acting as a point of escalation for more complex issues from first‑line support where appropriate.
• Escalating unresolved incidents to senior technical teams or third‑line support with clear troubleshooting information and supporting evidence.
• Supporting users with technical issues in a professional and customer‑focused manner, providing clear communication and regular updates throughout the incident lifecycle.
• Working collaboratively with wider IT teams to support issue resolution, operational activities and service improvements.
• Creating and maintaining accurate documentation within the service management system, including troubleshooting steps and resolutions.
• Contributing to knowledge sharing and supporting the creation or maintenance of knowledge base articles where appropriate.
• Supporting problem investigation activities by identifying recurring issues and escalating trends or service concerns to senior team members.
• Contributing to continuous improvement initiatives to enhance service quality, user experience and operational efficiency.

Who we are looking for

We are looking for two Desk Analysts, one with an iOS background and another with a Windows background.

What the successful candidate will demonstrate

• Experience providing 2nd line technical support within an SLA‑driven environment.
• Experience supporting Windows laptops and Apple Mac devices, including hardware troubleshooting, device setup and user support.
• Experience supporting Microsoft 365 technologies including Outlook, Teams, OneDrive and SharePoint.
• Experience supporting Apple technologies and macOS features, including user account support, software installation and device configuration.
• Experience supporting Active Directory, Azure Active Directory (Entra ID), password resets and user access management processes.
• Experience supporting endpoint management and device deployment technologies such as Intune, SCCM, JAMF or equivalent management platforms.
• Understanding of networking fundamentals including TCP/IP, DNS, VPN connectivity and Wi­Fi troubleshooting.
• Experience supporting enterprise applications, software installations and desktop configurations within a corporate environment.
• Understanding of IT service management processes including incident, request and problem management.
• Ability to troubleshoot and resolve technical issues independently and elevate more complex incidents where appropriate.
• Experience supporting remote working technologies, MFA and endpoint security tools.
• Ability to prioritise workload effectively and manage multiple incidents within agreed SLA targets.
• Strong written and verbal communication skills with the ability to communicate effectively with both technical and non‑technical users.
• Ability to work collaboratively with colleagues, wider IT teams and third‑party support providers where required.

Personal Attributes/Skills

• Technical troubleshooting and incident resolution
• Customer service and stakeholder communication
• Incident and service request management
• Problem solving and analytical thinking
• Collaboration and teamwork
• Documentation and knowledge sharing
• Prioritisation and workload management
• Continuous service improvement
• Attention to detail

What we offer

• 28 annual leave days per year, increases to 29 days after 2 years’ service and goes up to 30 days after 5 years’ (+ bank holidays)
• Private medical insurance
• Dental insurance
• Generous pension schemes
• Rent deposit loans
• 2 community days per year
• Summer hours (finishing at 1pm on Fridays during the summer months)
• Retail discounts through Hachette rewards
• Cycle to Work scheme
• Eye care vouchers
• Wide‑range training library
• Development programmes (including mentoring)
• Up to 70% off book purchases
• A charity bookshelf
• An active range of staff‑led employee networks that are voluntary, including AgeWise, Gender Balance, Thrive, Pride, All Together, Wellbeing, Women in Tech and religious networks
• Season ticket loans
• And much more!

The role will be based at our London office 5 days per week.

Our commitment

Hachette employs people on the basis of their abilities. We aim to attract and develop talent from a base as broad as the world of readers we want to reach, with a wide and representative range of age, faith, disability, race, gender, sexuality and socio‑economic, regional and cultural backgrounds.

We want everyone to have the opportunity to perform at their best during our recruitment process. If you need any adjustments, you can let us know at the ‘Reasonable Adjustments’ section of your application. We’ll make sure you’re supported throughout the process.

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