Senior Service Desk Technician
The Financial Times (FT) is one of the world’s leading business news organisations, recognised internationally for its authority, integrity and accuracy. The FT has a record paying readership of one million, three-quarters of which are digital subscriptions. It is part of Nikkei Inc., which provides a broad range of information, news and services for the global business community.
FT Sofia office is less than three years old but has grown rapidly.
In Sofia we are responsible for building the growth engines of the FT - looking after the subscription, data and content platforms. People work in small empowered teams consisting of all the disciplines you need to create successful digital products - engineers, product managers, designers, business analysts and delivery managers.
What you will work on
Reporting into the global head of service desk this role will be responsible for enabling the FT staff in Sofia by ensuring the tools and services they need to do their jobs are looked after.
The role is “hands on” and needs a proactive approach.
This is a new role to ensure that technology continues to be an enabler for growth. This role will run the Sofia Service Desk supporting the technology teams in the Financial Times’ Sofia office. There is a great opportunity to define and create the role.
Supported by, and part of, the global service desk team you will;
Own the site in terms of technology, support and deliver an exceptional user experience.
Work autonomously but also as part of a diverse and talented global team.
Manage the relationship with your users and stakeholders. Ensure they feel engaged and supported.
Define the future of your role based on your vision, growth and value.
Propose the best objectives as part of the wider technology group, and negotiate with your team, peers and stakeholders to determine what provides the best value.
Manage projects and strategic deliverables… it’s not just about Business As Usual (BAU), there are always new solutions and you’ll be part of defining and delivering those to our users.
Share your knowledge and experiences with the global team, and be open to learning new things.
Have the opportunity to innovate and experiment with new technology, processes and ways of working.
Build collaborative and constructive relationships with vendors and suppliers, to ensure the FT and getting the best service possible.
We have a mixed estate (Windows, Chromebook and OSX) and an increasingly automated and integrated tool set. This includes;
Device management - Microsoft System Center Configuration Manager (SCCM) for our Windows estate and JAMF for our Apple estate.
Cloud platforms - We primarily utilise Amazon Web Services (AWS) across our estate, but also have Google Cloud Platform (GCP) and Azure in limited instances.
Communication tools - Slack Google Hangouts and are the primary communication tools across the FT, but we also use RingCentral to varying degrees depending on the business area.
Identify Access Management (IAM) - Okta, Active Directory and Google.
Audio/Visual technology - Google Hangouts Meet, Pexip, Crestron and OneLan. Being a media company, it’s important we have the right technology to enable the business to communicate.
You are Customer focused with an eye for detail and you love solving technical problems. You are able to communicate complicated and technical topics in a simple way.
Our ideal candidate will bring a unique point of view to the work that we do. We firmly believe that diverse perspectives help us create great tools and enhance the team. If you have experience as an ITIL professional or service desk manager, great! However it is more important to us that you are proactive, keen to learn and love to help people.
Characteristics we value include
Energetic and proactive
Brilliant customer service and interpersonal skills
Excellent collaboration and communication skills
First class stakeholder and Vendor management
Good knowledge of end user device support and applications
A high level of initiative, proactivity and self-motivation.
Strong collaborator, committed to the growth and success of the whole team.
Experience that could be useful:
Exposure to Agile delivery methodology.
Working as part of an international team.
Vendor relationship management.
Engagement with senior stakeholders.
What we can offer
Are you keen to know what makes us different?
We asked our team what makes working at the FT great for them. Themes emerged of values, autonomy and of respect for everyone. They mentioned the flat structure, being able to talk to anyone, and that people care and make time for you, no matter their position. If you like working in a dynamic, intelligent environment where things actually get done, this is the place for you.
Don't hesitate to send over your CV !