1st Line Service Desk Engineer

The IT department provides a wide range of IT systems and services to Future Publishing. In particular, the IT department has overall responsibility for supporting over 3,000 internal customers globally and managing more than 3,000 desktops and mobile devices worldwide.

The department aims to ensure that systems and services are effective, efficient, and economical, meeting operational needs and supporting business plans. It's committed to continually improving the way we work and the services for which we're responsible.

What you'll be doing

Reporting to the Deputy IT Service Desk Team Lead, you'll ensure that all service issues are resolved in accordance with agreed-upon procedures and standards. You'll be expected to perform a combination of both in-house and field coverage, as agreed upon with line management.

You'll work closely with other global support teams to resolve issues, manage IT requests, and provide assistance in a follow-the-sun model in a first-line capacity. You'll execute 1st Line tasks within the business, such as the Starters, Leavers, and Movers process, system administration, access control, and incident management.

Note: The IT Service Desk, End User Services, IT Infrastructure, and IT SecOps work together to provide internal customer support during the working week. Weekend and bank holiday work may be necessary depending on requirements.

Experience that will put you ahead of the curve

• Excellent communication, teamwork, and customer service skills
• The desire to 'automate everything', combined with a willingness to learn the technical skills necessary to do so
• Ability to solve technical issues
• Experience with Google Workspace and Office 365 service administration
• Experience with Sophos Antivirus or equivalent
• Analytical and problem-solving skills, and experience in continuous service improvement

What's in it for you

The expected range for this role is £27,500 - £30,000.

This is an office-based role from our London Paddington Office, working five days in the office

… Plus more great perks, which include;

• Uncapped leave, because we trust you to manage your workload and time
• When we hit our targets, enjoy a share of our profits with a bonus
• Refer a friend and get rewarded when they join Future
• Well-being support with access to our Colleague Assistant Programmes
• Opportunity to purchase shares in Future, with our Share Incentive Plan

Internal job family level T8

Who are we…

We're Future, the global leader in specialist media. With over 3,000 employees working across 200+ media brands, Future is a prime destination for passionate people worldwide looking to consume trusted, expert content that educates and inspires action - both online and off - through our specialist websites, magazines, events, newsletters, podcasts and social spaces.

We've got ambitious plans that further build on our growth momentum and unlock new opportunities – and we're looking for driven people who want to be a part of it!

Our Future, Our Responsibility - Inclusion and Diversity at Future

We embrace and celebrate diversity, making it part of who we are.

Different perspectives spark ideas, fuel creativity, and push us to innovate. That's why we're building a workplace where everyone feels valued, respected, and empowered to thrive.

When it comes to hiring, we keep it fair and inclusive, welcoming talent from every walk of life. It's not just about what you bring to the table — it's about making sure the table has room for everyone.

Because a diverse team isn't just good for business. It's the Future.

Find out more about Our Future, Our Responsibility on our website.

Please let us know if you need any reasonable adjustments made so we can give you the best experience!

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