Service Desk Intern

Hearst's Enterprise Technology team supports colleagues across all our divisions worldwide.

We look after the Service Desk, desktop support, and all the technology that helps our people work effectively every day.

As part of the End User Support Services team, you'll provide Level 2 technical support to colleagues, helping with a wide variety of technology needs.

This includes desktop and laptop issues, connecting from home or the office, printers, scanners, mobile devices, corporate email, and everyday software tools such as Microsoft 365.

We're looking for someone who enjoys being part of a team, is eager to learn, and wants to grow their skills while supporting others.

You'll be reporting to the UK Desktop Manager and working closely with colleagues across the business to make sure technology is simple, reliable, and easy to use.

Responsibilities


* Deliver IT support in a professional and approachable manner.


* Provide face-to-face assistance at the IT Techbase.


* Offer remote support using approved tools.


* Manage and monitor incidents and service requests in ServiceNow, ensuring SLAs are met.


* Stay up to date and grow professionally through continuous learning.


* Work with peers to build and improve standard operating procedures.


* Collaborate with customer groups to provide desktop, operating system, and hardware/peripheral support.


* Proactively troubleshoot and resolve customer issues with equipment and services.


* Test hardware provisioning processes developed by the HTS engineering team.


* Communicate clearly and promptly with Hearst employees and the wider HTS team.


* Work closely with other IT groups to quickly resolve issues and keep things running smoothly.


* Configure, deploy, and support company-issued iPhones for employees.


* Use tools like SCCM and JAMF to manage devices and configurations.


* Contribute to maintaining a secure environment, including virus protection and login scripts.


* Take on additional duties where your skills and experience can make a difference.

Qualifications


* Experience in delivering support to a diverse company.


* Provide a proven ability to communicate effectively throughout all levels of associates and with those from diverse cultural backgrounds.


* Excellent analytical and problem-solving skills


* Excellent communication, presentation, influencing, and relationship-building skills.


* Ability to connect and guide teams through rapid change and maintain focus on the delivery of strategic initiatives.


* Have a "can do" attitude regarding all aspects of support while working for the IT Department of the company.


* Great research and troubleshooting skills to obtain quick effective solutions for complex network, software or hardware issues that are not familiar to our Desktop support group.


* Work either in a team environment, or alone, with minimal supervision and still provide a ver...