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End User Support IT Technician - 6 Month FTC

Location: London, England.
Company Description:

Merkle is a leading data-driven, technology-enabled, global performance marketing agency that specialises in the delivery of unique, personalised customer experiences across platforms and devices. We call it ‘people-based’ marketing, and with over 25 years’ experience, we are proud to be recognised as a global leader.

Merkle’s heritage in data, technology and analytics is the foundation for our understanding of consumer insights that drives our people-based marketing strategies. Combined with our expertise in performance creative and media, we can then offer our clients content-driven, contextual and compelling customer experiences that drive business growth.

In 2016, the agency joined dentsu, one of the world’s biggest media companies to form the Customer Experience Management (CXM) Line of Business.

Job Description:

This is an exciting time to join Merkle. We are well placed to build capability, scale and sustainable growth as a high-performance business. Our strategy is driven by our unique culture with one vision (to innovate the way brands are built), one set of values and a unique operating model which drives collaboration, client focus and attention.

As an End User Support IT Technician, you will be responsible for providing technical support and exceptional customer service to our UK and global user base.

Supporting the latest technologies within a customer centric environment and working with market leading ITSM Service Management tools, you will provide sound of technical knowledge, analytical troubleshooting and problem solving to maximise user productivity.

You will demonstrate a clear knowledge of the ITIL service management framework and understanding how to build and deliver great service to our users.

You will work closely with our Technical Support, Deskside Support, End User Computing, Security and Applications teams to ensure technical issues & requests are managed, progressed and ultimately resolved in a timely manner, ensuring quality is of the highest standard and exceeding service level targets where possible.

You will demonstrate a high capacity for learning & development and will seek to adopt new knowledge and resolution capabilities.

Excellent communication skills are mandatory, and the ability to be self-disciplined & motivated is necessary, as well as having excellent collaborating skills and a strong sense of team ethic.

Life as an End User Support IT Technician at Merkle

  • Support all channels of engagement – phone, chat, virtual agent, self-serve, email and face-to-face.
  • Ticket triaging.
  • Support with the new hire and leaver processes.
  • Assist with the user account management process.
  • Laptop imaging with Microsoft SCCM.
  • Assists in taking the corrective action to improve performance and to avoid recurrence of the same problems.
  • Provides advice to users on systems, products and services which are available to them and provides information on updates, known errors, changes in availability, new facilities etc to assists users in making more effective use of desk-top systems, products and services.
  • Escalate Major Incidents to the team, ensuring communication to other team members is delivered in a timely manner.
  • Support the development and maintenance of the service desk support tools, to meet Customer and IT Services needs.
  • Be part of a global team that inputs and reviews the Service Desk Knowledge base that enables all Service Desk Analysts to follow documented processes and procedures.

A few of the benefits

Whether it’s the joy of working with people at the top of their game or the Merkle social calendar, people love working here – and we hope you will too

  • Career development through Merkle University and other tools; with access to courses, textbooks and mentorship
  • Private Medical Insurance, Company Pension, life insurance and other corporate benefits
  • A selection of other benefits including multiple wellbeing days, season ticket loan and 2 volunteer days

Diversity, Equity & Inclusion

At Merkle, a dentsu company, we believe that creating diverse and balanced teams is not just a moral imperative, it is a business imperative. To help our clients reach millions of different people every day, we need our people to reflect the society that we represent.

We aim to create an inclusive culture where all talent thrives, and we champion meaningful progress in diversity, equity and inclusion (DEI) for our people, clients and partners.

DEI is firmly embedded into our shared values - the 8 Ways to Never Before - and our Leadership Framework, which applies to all of our people. And our Global DEI Principles reflect our pledge to be an organisation that promotes wellbeing and inclusivity for everyone - regardless of ethnicity, race, sexual orientation, gender (incl. gender identity and gender expression), age, neurodiversity or physical ability. 

We are proud of what makes us different and encourage applicants from all different backgrounds to apply to join us. We are always happy to discuss all flexible and agile approached to working and should you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our recruitment teams.

What we are looking for in you

  • Ideally, Microsoft MCP certification in Windows operating system support.
  • Ideally, ITIL qualification (Foundation).
  • Preferred, Jira, Confluence, Okta MFA
  • Troubleshooting knowledge of Microsoft Windows and Mac operating systems.
  • Knowledge of Microsoft Office 365 admin portal and PowerShell management.

Knowledge/skills

  • ·       Ability to develop good relationships with customers, key stakeholders and your colleagues
  • ·       Good analytical skills and an ability to define the precise nature of customer requirements
  • ·       Ability to organise and prioritise your work in an effective manner
  • ·       Ability to work under pressure, and works well in a team
  • ·       Methodical and disciplined approach to work
  • ·       Excellent Customer Service experience and focus
  • ·       Relates well to people at all levels of the organization
  • ·       Active listening, includes being alert and showing interest in what the customer is saying
  • ·       Speak in terms that a customer can understand and view things from the customer’s perspective
  • ·       Shares relevant information with others. Aware of different sources of information, know where to go for what
  • ·       Pursues tasks with energy, drive, and a need to finish, even in the face of resistance or setbacks.
  • ·       Work systematically and adhere to stated operating policies and procedures.

Experience

·       Experience of working with ITIL based Service processes and functions.

·       Experience and knowledge of supporting customers in a complex, enterprise environment.

Qualifications:

What we are looking for in you

  • Ideally, Microsoft MCP certification in Windows operating system support.
  • Ideally, ITIL qualification (Foundation).
  • Preferred, Jira, Confluence, Okta MFA
  • Troubleshooting knowledge of Microsoft Windows and Mac operating systems.
  • Knowledge of Microsoft Office 365 admin portal and PowerShell management.

Knowledge/skills

  • Ability to develop good relationships with customers, key stakeholders and your colleagues
  • Good analytical skills and an ability to define the precise nature of customer requirements
  • Ability to organise and prioritise your work in an effective manner
  • Ability to work under pressure, and works well in a team
  • Methodical and disciplined approach to work
  • Active listening, includes being alert and showing interest in what the customer is saying
  • Speak in terms that a customer can understand and view things from the customer’s perspective
  • Shares relevant information with others. Aware of different sources of information, know where to go for what
  • Pursues tasks with energy, drive, and a need to finish, even in the face of resistance or setbacks.
  • Works systematically and adhere to stated operating policies and procedures.
Additional Information:

At the point of application, the candidate must have the legal right to work in the UK as we are unable to sponsor visas as this time.

Merkle does not discriminate against job applicants on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Experience stipulated in this job description serves as a guide only and all applications will be considered on their merits, irrespective of experience.

As part of our Diversity and Inclusion agenda, and as an Equal Opportunities employer, if you require reasonable adjustments during the selection process please engage directly with your Recruiter.

More Information:

Graduate Opportunities: Whether you're still studying, recently graduated or are already working and fancy a career hop, we could have a perfect opportunity for you.
Experienced Hires: Leverage your expertise, challenge the status quo and grow your career at Merkle.

In Our Company