About Us

M&C Saatchi Performance is a global digital media agency, connecting brands to people. We deliver business growth for our clients through effective, measurable, and evolving digital media strategies.

Who Are We Looking For

As part of our continued improvement plan for Information Services, we are seeking an enthusiastic IT Service Desk Analyst with great technical and customer service skills to be part of our Service Delivery team and support members of staff and the wider user community across the M&C Saatchi network.

We are focused on providing the best customer service for our users. Working as part of this highly motivated team, you will help ensure the delivery of high-quality services in line with SLAs and best practice.

As an IT Service Desk Analyst, you will be working in an ITIL aligned environment providing a range of support to desktops, laptops, mobiles, tablets and printers, and a range of hardware and software applications.

This role is an opportunity for you to grow and develop your experience in 1st and 2nd line support within a large environment across both Mac and Windows technologies.

What Will You Be Responsible For

Provide technical support by dealing with support queries in person, via phone, email and the IT help desk system.
Maintain a high degree of customer service for all support queries and adhere to all service management principles.
Diagnose and resolve problems accurately, ensuring they are logged correctly and either closed successfully or escalated appropriately to 2nd/3rd Line support teams.
Respond to all calls on the call logging system or as instructed by the management team.
Log all reported incidents or service requests in the IT ticketing system (Fresh Service).
Respond to enquiries from clients and offsite staff and help them resolve any hardware or software problems.
Correctly log, prioritise, assign, track and respond to incidents and service requests in a timely manner, meeting agreed SLAs and according to agreed standards and procedures.
Escalate high priority incidents to both internal and external teams, as appropriate.
Keep customers and other interested parties informed of progress throughout the lifecycle and ensure corrective action is taken to avoid or minimise delays.
Perform Active Directory administration: creating user accounts, resetting passwords, creating groups, etc.
Take ownership of user problems and be proactive when dealing with user issues.
Provide incident management ownership of all incidents and oversight of requests to track status and communicate progress in a timely manner to reporting customers.
Arrange external technical support where problems cannot be resolved in house.
Liaise with external suppliers and vendors to order hardware and software for customers.
Maintain the knowledge base for end user self-help and Service Desk first line incident resolution and request fulfilment.
Support customers in the use of computer equipment by providing necessary training and advice.
Carry out any ad hoc tasks/duties reasonably expected as requested by IT Management.

What Are The Requirements Of The Role

Minimum 2 years of experience in a similar role.
Strong logical thinking and the ability to troubleshoot any kind of problem and apply context to assess priority.
Strong interpersonal skills with the ability to deal with the business at all levels.
A strong and comprehensive understanding of PC/Mac hardware set-up and configuration, networking principles and specialist tools used in the agency.
Strong knowledge of Microsoft/Mac operating systems and productivity tools.
Previous Service Desk experience.
Excellent verbal and written communication skills, ability to retain instruction, and push forward.
Experience of using call logging software.
Desire to progress, high motivation and good team working essential.

What Skills Do We Need For This Role

Microsoft Windows versions 10 – 11
Apple iOS installation, configuration and troubleshooting
Active Directory user and group administration
Audio Visual and video conference technologies and hardware
Anti-virus installation and centralised deployment/management tools (e.g. Sophos)
Remote/Secure access & VPN solutions (particularly FortiClient)
WAN/LAN Technologies
Service Desk call logging software (Fresh Service)
Wi-Fi Technologies (specifically Meraki)
Desktop Imaging (Windows & Mac)
Email management/security (particularly Mimecast)
Microsoft Office 365 administration
Mobile Telephony (iOS and Android)
MDM – Intune
Secure file sharing system (particularly Egnyte)

SHIFT PATTERNS

Four shift patterns working between Monday – Friday:

06:00 AM – 03:00 PM IST (APAC Shift)
09:00 AM – 06:00 PM IST (APAC Shift)
02:00 PM – 11:00 PM IST (UK Shift)
07:00 PM – 04:00 AM IST (US Shift)
Occasional overtime may be available to meet the demands of the business.
Willing to work weekends and out of hours/unsociable hours on occasion.

M+C Saatchi Performance as part of M+C Saatchi Group has pledged its commitment to create a company that values difference, with an inclusive culture. As part of this, M+C Saatchi Group continues to be an Equal Opportunity Employer which does not and shall not discriminate, celebrates diversity and bases all hiring and promotion decisions solely on merit, without regard for any personal characteristics.

All employee information is kept confidential according to General Data Protection Regulation (GDPR)

M+C Saatchi Group was founded in 1995 and is now the biggest Independent creative agency group in the World. Founded on one core principle, Brutal Simplicity.

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