IT Service Desk Analyst

About Us
The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide. At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world. In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing. Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere. Build a newsworthy career at the FT.

Our Commitment to Diversity, Equity and Inclusion
We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.

The Role: Service Desk Analyst

Department: Technology
Location: UK
Reports To: Senior Service Desk Technician I

We are looking for a Service Desk Analyst to provide 1st and 2nd line technical support to over 3,000 FT staff globally. You’ll play a key role in ensuring that our internal technology users receive fast, effective, and customer-focused support, and will also be involved in project-based work. This is a hybrid role based in our Bracken House office in London.

Key Responsibilities

• Provide telephone, remote, and desk-side support to users locally and globally.

• Manage incidents and service requests via ticket queues, ensuring SLA adherence.

• Work a 35-hour week as part of a shift rota (Monday to Friday, 08:00–18:00, and Bank Holidays, 11:00–19:00).

• Deliver regular and proactive updates to users on issue progress and resolution.

• Escalate issues appropriately and collaborate for efficient problem-solving.

• Administer user access across multiple platforms and systems.

• Share knowledge and best practices across the global Service Desk team.

• Install hardware and software, adhering to licensing requirements.

• Maintain CMDB accuracy and asset management compliance.

• Support a range of end-user and mobile devices, including BYOD where suitable.

• Maintain awareness of the full range of Service Desk services.

• Develop a working understanding of FT's business priorities and user needs.

Required Skills and Experience

Essential:

• Strong customer service orientation and communication skills.

• Proven ability to multitask and remain calm under pressure.

• Proficiency with Windows 10/11 and Mac OSX.

• Experience supporting remote users across various devices.

Desirable:

• Previous experience in a customer-facing support role.

• Familiarity with Google Workspace.

• Knowledge of Active Directory administration.

Person Attributes:

• Highly organised and detail-oriented.

• Strong team player with a proactive approach.

• Professional demeanour and a commitment to high-quality service.

What’s in it for You?
Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are available here. We’ve embraced a 50% hybrid working model (averaging two to three days onsite) that fosters trust and remote adaptability while encouraging in-person camaraderie and peer learning. Additionally, we are open to accommodating specific flexible working pattern requests for all roles where feasible.

Accessibility
We are a disability confident employer and Valuable 500 signatory. Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email talent@ft.com and a member of our team will be happy to help.

Further Information
At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications. Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all.