{"id":2636727,"url":"https://alion.io/job/bertelsmann-technology-support-analyst-ftc","title":"Technology Support Analyst (FTC)","company":{"id":20910,"name":"Bertelsmann","domain":"bertelsmann.com","url":"https://alion.io/company/bertelsmann","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":null,"max":39000,"currency":"GBP","period":"year","gross":null,"usd_annual":51700},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false},{"name":"GDPR","optional":true},{"name":"Microsoft Office","optional":true},{"name":"VMWare","optional":true}],"status":"live","first_seen_at":"2026-10-14T00:00:00Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-16T02:19:49Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Job Description\nWe have a new opportunity for a Technology Support Analyst to join our team in London on a 6 month fixed term contract basis (to cover a period of parental leave). This role will require you to work onsite 5 days per week.\nReporting into the Technology Support Team Leader, you’ll work to provide excellent customer service and delivery of our support portfolio to our customers and internal stakeholders. In this busy and collaborative team, you will take the lead on receiving, prioritising, documenting and actively resolving customer issues and requests, whilst maintaining the highest level of customer service standards.\nYou’ll be assigned to support different dedicated functions on a rotational basis (for example, our walk-up tech support bar or deskside support), and will need to be confident in applying your skills and expertise in a variety of settings. To be successful in this role, you’ll need to be organised with the ability to work under your own initiative and prioritise tasks according to urgency or business impact. You’ll be able to pick up new systems and ways of working quickly, and will have a curious mindset with a willingness to learn.\nAbout the team\nThe Technology team provides expertise and effective solutions to Penguin Random House. We integrate flexibility and agility which supports our consistent way of working. We set ourselves up for success by holding ourselves accountable and welcoming change. Each member of the Technology team brings skill and initiative to their role; we take personal ownership within a one team culture, working collaboratively to meet expectations from our stakeholders who trust us to deliver.\nThe role\nKey responsibilities:\nTelephony, Self-service and Service Bar walk-up support\nProvide 1st line support and diagnosis of incidents and service requests received via email, telephone, self-service and through automated alerts.\nProvide 1st line support and diagnosis of incidents and service requests received by walk-up in Embassy Gardens & Vauxhall Bridge Road offices.\nPromptly escalate incidents and requests to 2nd and 3rd line support where first contact resolution/first time fix is not possible.\nDeskside Support\nProvide 2nd line support at the desks of our employees or in meeting rooms.\nProvide Audio Visual assistance for meetings, include audio and video conferencing.\nBuild & Asset Management\nProvision, build, re-purpose & decommission the end-user mobile, laptop & desktop estate.\nManage hardware stock and loan equipment.\nMaintain hardware & software inventory and asset control.\nEnsure devices are issued and decommissioned in compliance with all security requirements.\nGeneral\nLog all relevant incident/service request details, allocating categorisation and prioritisation codes.\nResolve incidents/service requests when first contacted whenever possible.\nEscalate incidents/service requests within agreed timescales, and keep users informed of progress.\nClose all resolved incidents, requests and other calls.\nCommunicate with all users, keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.\nWhat you’ll bring\nEssential criteria:\nGood knowledge and experience of working across Mac OS & iOS and Microsoft operating systems.\nPrevious experience in a similar tech support customer-facing role.\nExceptional customer service skills.\nExperience in the set up and configuration of mobile devices (smart phones & tablets).\nGood knowledge of working to the ITIL framework, ServiceNow or other ITSM toolset.\nExperience of writing documentation and use of document management systems.\nStrong desktop hardware skills.\nExperience of working both independently and in a collaborative team environment.\nAbility to commit to working 5 days per week onsite in London.\nDesirable criteria:\nExperience of MS Office 365.\nExperience of a ‘walk-up’ type tech support bar.\nExperience of follow me printing technology, print server configuration and associated software.\nWorking knowledge of network topologies, server infrastructure, MS server operating systems, MS Exchange server products, VMware and AD (including group policies).\nApplication instructions\nPlease apply with your CV by 23:59 on Wednesday 28th October 2026. Applications will be reviewed on a rolling basis and the advert may close at any time. We would encourage you to apply as soon as possible.\nPlease note we are looking for someone to join the team as soon as possible, but we are also happy to accommodate a reasonable notice period for the right candidate.\nSalary\nThe salary for this opportunity is up to c.£39,000, depending on how your skills and experience align to the role, plus a generous bonus scheme and benefits.\nAI\nHere at Penguin, we believe in the power of authenticity and human creativity. When you apply for a position, we want to encourage you to showcase your unique voice. Throughout our recruitment process, please share your own thoughts, experiences, and skills. This helps us get a true sense of who you are and what you might bring to our team.\nWe celebrate creativity and diverse perspectives, so please be yourself! While we recognise AI tools can be helpful, we recommend using them thoughtfully to ensure your responses reflect you.\nDisability Confident\nAs a Disability Confident Committed organisation, we offer interviews to candidates with a disability who meet the essential criteria for the role, and opt-in on their application form. The essential criteria for this role are listed as part of the ‘What you’ll bring’ section. There may be times when the volume of applications means we cannot take all eligible candidates to interview.\nWe encourage you to tell us about any reasonable adjustments you may need by emailing . Remember, you only need to share what you are comfortable with, for us to support your request.\nFlexible Working\nFor this role we expect that you will work from our Embassy Gardens and Vauxhall Bridge Road offices in London 5 days per week on a rotational shift basis.\nAdditional Information\nDisclosure requirements pertaining to the collection of your personal data:\nResponsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated. The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.\nThe retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process. You can find these here.\nYou can contact the company’s Data Protection Officer at the above-mentioned postal address.\nFurther information on data protection and your rights can be found here.\nRecruiting-Platform powered by SmartRecruiters.","description_format":"text","description_chars":6901,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Publishing","TV Production","Music Industry","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-10-15T17:33:39Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":17,"reasons":["conf:3","velocity","win:early","comp:brand"],"computed_at":"2026-10-16T05:45:00Z"},"pay":{"stated_usd_annual":51700,"is_top_pay":false},"html_url":"https://alion.io/job/bertelsmann-technology-support-analyst-ftc","json_url":"https://alion.io/job/bertelsmann-technology-support-analyst-ftc.json","meta":{"generated_at":"2026-10-17T01:17:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1845,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":20910},"rest":"https://alion.io/mcp/rest/get_company?id=20910"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbertelsmann-technology-support-analyst-ftc"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbertelsmann-technology-support-analyst-ftc"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbertelsmann-technology-support-analyst-ftc"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bertelsmann-technology-support-analyst-ftc\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbertelsmann-technology-support-analyst-ftc"}]}