Deskside Analyst

Who we are and what we do

About Hachette UK

Hachette UK is a creative powerhouse and the UK's second largest book publishing group. Our mission is to make it easy for everyone to discover new worlds of ideas, learning, entertainment and opportunity.

We're made up of 10 autonomous publishing divisions and over 60 imprints with a rich and diverse history and an incredible range of authors. We're also the market leader in e-books and publish a range of bestsellers in audio format, the fastest growing part of our business.

Our award-winning adult publishing divisions are Orion, which won Publisher of the Year at the 2021 British Book Awards; Little, Brown; John Murray Press; Hodder & Stoughton; Headline; Octopus, and Bookouture. They publish fiction and non-fiction in digital, audio and print format, from the world's best and most diverse authors, including Brit Bennett, Candice Carty-Williams, Martina Cole, Michael Connelly, John Grisham, Stephen King, Stieg Larsson, Nelson Mandela, Stephenie Meyer, Maggie O'Farrell, Delia Owens, Ian Rankin, J.K. Rowling, Colson Whitehead, and Malala Yousafzai. Hachette Children's Group publishes a wide and vibrant range of books for children across all age ranges, while Hachette Learning is a market leader in resources for both primary and secondary schools.

Hachette UK is part of Hachette Livre, the world's third largest trade and educational publisher. As well as our headquarters in Carmelite House, London, and our state-of-the-art book distribution centre in Didcot, Oxfordshire, we have recently opened five new offices in Manchester, Bristol, Sheffield, Newcastle, and Edinburgh. The UK region also includes offices in Australia, New Zealand, India, Singapore, the Caribbean, and Ireland.

It's an exciting time to join our business because the publishing market continues to grow and thrive. The UK remains the largest exporter of physical books in the world and book adaptations for film and TV are the foundation of the UK's creative industries.

What you'll 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.

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 Wi-Fi 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 escalate 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

Our staff are our greatest asset, and our benefits reflect this:

• 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-ranging 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. 

The Book Trade Charity offers financial support to people looking to enter the book trade but who may struggle to afford the costs of attending interviews and undertaking junior roles. For more information visit www.booktradeentrysupport.org