Helpdesk Analyst

**About The Company**:
Euromonitor International is one of the world’s leading independently owned research agencies with over 1000 employees in 16 offices across the globe. In today’s increasingly international business environment, our comprehensive geographic footprint - combined with a unique approach to research - enables us to provide insights and help clients make strategical and tactical decisions across a wide variety of industries and organization types. We cover a huge range of products & services, including both syndicated and multi methodology customized research to provide clients with insights that help guide their short
- and medium-term business strategy.

**Overview of the role**:
The Support team provides helpdesk support to all our staff working on-premise or remotely, and client users experiencing issues with their use of Euromonitor digital services. There are two roles that Support team members fulfil, the Technical Services Analyst and the Digital Services Analyst.

The Digital Services Analyst is responsible for providing our clients and colleagues with high quality support services relating to Euromonitor digital products. This work is primarily delivered by responding to incidents and requests raised on RemedyForce in line with our standard working practices.

A key part of the role is to ensure that all details of issues that are logged and the work done to resolve them is recorded on the system, so that all users of the global support team can see what activity has occurred on a ticket. The Digital Services Analyst takes responsibility for resolving first and second line issues whenever possible. An important element of the role is communication with clients, users and the rest of the team to ensure that they are up to date with progress on requests.

The role of the Digital Services Analyst is accountable for the quality of the support service delivered to clients and colleagues alike. This role contributes to the delivery of project work designed to improve the services offered to our clients and colleagues. Projects will also be undertaken to improve the efficiency and effectiveness of the team in delivering work. The Digital Services Analyst is accountable for the quality of the project work delivered.

**Key responsibilities**:
The Digital Services Analyst will provide;
- Access to a new service
- Assistance to people using the services they are entitled to
- Changing the content of subscriptions and services
- Removal of access to subscriptions and services
- Enabling the use of SSO
- Helping users understand what an API can help them achieve and how to use it
- Understanding of the use that clients and colleagues are making of a subscription
- Assistance with secure access to our products anywhere
- Access to support and assistance easily through a single system
- Training to colleagues to demonstrate new features and capabilities in the Support area

Work will be managed by;
- Recording and responding to requests using the support system
- Maintaining ownership of issues until a mutually satisfactory resolution is obtained
- Escalating issues appropriately to other team members or other teams
- Recording the details of investigations and fixes on the system
- Highlighting persistent problems
- Building documentation and KBAs to share knowledge across the team.
- Participation in team meetings when required
- Executing project work as agreed with the management team
- Documenting progress on work items in Azure DevOps as agreed with the management team

**Requirements**:
**Ski**lls**/Proficiencies required**:

- Excellent communication skills - both verbal and written
- Excellent organizational skills.
- Demonstrated experience of providing high quality customer support
- Experience supporting digital products in a commercial environment
- Understanding of digital product architecture
- Capability to provide training on support related issues.
- Knowledge of MS Office/Outlook.
- Experience of troubleshooting Windows 10 and 11
- ITIL Foundation certification

**Benefits**

**What We Offer**:
**International**: Not only do we have a very multinational workforce in each office, but we are all dealing with our other offices worldwide on a daily basis. With 16 offices globally there are opportunities for international transfer.

**Hardworking but sociable**: Our staff know how to work hard but also how to enjoy themselves We pride ourselves on creating an appropriate work-life balance, with flexible hours, hybrid work from home and office, as well as 15 working days from anywhere in the world. We also focus on productivity by having rules such as free-meeting Fridays and shorter working hours during the summer on Fridays. We have regular social events including frequent after work meet ups, summer and Holiday parties and a whole range of sports and other groups to be involved with.

**Committed to making a difference**: We think that people are looking for something worth