Summary: The Senior IT Helpdesk Analyst at DC Thomson will provide vital support to staff across the UK, focusing on the administration and maintenance of the company's Information Systems. This role requires independent problem-solving and the ability to handle complex issues that exceed the capabilities of IT Support Analysts. The successful candidate will also mentor junior staff and ensure high levels of customer engagement and satisfaction. The position is based full-time in either the Dundee or Aberdeen office.

Key Responsibilities:

• Ensure high levels of customer engagement by creating tickets, gathering information, setting SLAs, updating notes, and validating closures.
• Diagnose software/hardware issues and create/implement solutions, documenting and sharing outcomes with the Service Desk.
• Provide on-site support throughout the business as required, including travel to various locations.
• Support and guide other team members to enhance efficiency and morale within the Service Desk.
• Participate in an on-call rota and shift work as needed.
• Prioritize workloads independently for optimal business outcomes.
• Provide mentorship to IT Helpdesk Analysts to aid in their skill development and career progression.

Key Skills:

• Previous experience in a similar role.
• A recognised Information Systems or Technical Qualification is preferred.
• Experience in hybrid environments with on-prem AD/Cloud.
• Exposure to Windows 10/11 and Mac OS.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Self-motivated with the ability to work independently.
• Ability to translate user requirements into functional and technical solutions.
• Capability to support team members on a day-to-day basis.

Salary (Rate): undetermined

City: Dundee

Country: United Kingdom

Working Arrangements: on-site

IR35 Status: fixed-term

Seniority Level: Mid-Level

Industry: IT