IT Helpdesk analyst

Jones Knowles Ritchie is a branding business, founded in 1990 and proudly independent ever since.

We started out in the world of packaging, but now we’re worldwide—from three founders, to more than 350 of us across the UK, USA and China. Together, we build and deliver brands across the entire consumer experience.

But even more important than what we do, is why we do it. We’re here to inspire brands and people to be their true selves. To be brave. Be tenacious. And above all, be yourself. Because we believe that’s the only way to truly be distinctive, everywhere.

At JKR, we believe in brands that move – literally and emotionally. We craft motion that speaks, shapes that tell stories, and visuals that live beyond the screen. Now, we’re looking for an IT Helpdesk Analyst with strong 1st and 2nd line technical ability to resolve day to day IT issues for our team of 170+ employees. This is a hands-on role where you will be expected to solve and manage whatever issues arise, be it a simple or complex technical problem.

We are looking for someone with a passion for technology, has the ability to multitask, can work under pressure with a diligent and methodical approach to their duties and display excellent housekeeping. You will need excellent people skills and must be comfortable supporting all levels of the user community. The front office environment is predominately Mac based and the ideal candidate will have commercial experience providing general day to day desktop Mac and Windows
software & hardware support etc.

You should be proficient in using and supporting –

• Mac OS X 15,
• Windows 11, Adobe
• Creative Cloud products (Illustrator, Photoshop etc.),
• Keynote,
• MS Office 365 suite (Outlook/OWA, PowerPoint, Excel, Teams, OneDrive) and video conference platforms.
  Experience with JAMF is beneficial.
  

Primarily the role will be working on the IT helpdesk to resolve ticket requests and carry out the on-boarding and off-boarding of staff and freelancers.

JKR currently operates a hybrid working model, allowing employees to work from the office or remotely. However, this role is primarily office based and will require you to be onsite for the majority of the working week to support office staff with various issues including printing, meeting setups and issues that require the physical presence of a member of IT. This is along side providing remote support for remote staff. Initially you will be required to be in the office four days a week eventually moving down to three days.

The IT Helpdesk Analysts role is to provide technical support for employees. You will act as the first point of contact for anyone needing assistance with the technology we encounter within the business. You will work on the helpdesk to resolve 1st and 2nd line tickets in priority order. Issues span a broad range of technology including computer hardware and software, printing, networking, email, video conferencing and cloud other services.

You will carry out the on-boarding and off-boarding of staff and freelancers. Setting up accounts, configuring software and running through the induction process with new joiners as well as retrieving and repurposing hardware, removing licenses and archiving accounts for leavers.

This is a hands-on role where you will be expected to solve or manage whatever issues arise, be it a simple or complex technical problem. You are required to multitask and work under pressure with a diligent, methodical approach and display excellent housekeeping by ensuring ticket information is updated and closed once resolved. You will need excellent people skills and must be comfortable supporting all levels of the user community. Communication is key to delivering a good experience and as such you will keep users updated throughout all stages of the ticketing process.

JKR currently operates a hybrid working model, allowing employees to work from the office and remotely. You will be required to support employees wherever they may be located however, this role will require you to work from the office for the majority of the time to support office-based staff with printing, meeting setups and issues that require the physical presence of a member of IT. This will be in conjunction with providing support to the remote working staff. Initially you will be required to be in the office four days a week eventually moving down to three days.

Principle Accountabilities or Responsibilities

• Provisioning of new users accounts
• Deploying new computers and mobile devices
• Deprovisioning user accounts for leavers
• Repurposing hardware
• Create documentation and guides for users
• Maintain audits of hardware and software
• Manage the pool of loan equipment and accessories
• Log and maintain a record of support tickets through the IT Helpdesk system
• Provide a broad range of 1st and 2nd line technical support to 170+ users
• Escalate support calls efficiently to ensure they are resolved by a senior member of IT
• Provide functional technical support for hardware and software both face-to-face and remotely
• Ensure network, server and IT services are always accessible to users
• Provide support for printing equipment including wide format colour manage printers, escalating to external engineers when required
• Support video conferencing platforms and equipment
• Daily and weekly checks of office equipment such as meeting room AV and printing supplies etc.
• Provide weekly status reports on ongoing user issues and raise common problems that can be addressed to prevent future occurrences
• Train and assist users in a number of different software packages
• Adhere to and uphold IT policies and procedures
• Ad Hoc IT tasks as and when required

To be well suited for this role you will be able to demonstrate:

Technical Skills & Experience

• Strong 1st and 2nd line IT support experience
• Proficiency in Mac OS X 15 and Windows 11
• Experience supporting Adobe Creative Cloud products (Illustrator, Photoshop, etc.)
• Proficiency in MS Office 365 Suite (Outlook, PowerPoint, Excel, Teams, OneDrive)
• Familiarity with Keynote and video conferencing platforms
• Experience with JAMF (preferred)
• Knowledge of computer hardware, networking, and cloud services
• Experience managing printing equipment (including wide-format colour-managed printers)

Soft Skills

• Strong problem-solving skills with a hands-on approach
• Ability to multitask and work under pressure
• Methodical and diligent work style with excellent record-keeping
• Excellent people skills to support users at all levels
• Strong communication skills (eg keeping users updated on ticket progress)

• Pension Plan
• Training & Development

This role is offered as a permanent role.

Location: Shoreditch

Hybrid working: see above for more details