Senior IT Service Desk Specialist

<p><strong>About Us</strong></p> <p>TNW, a Financial Times Company, is a leading international tech media company founded in 2006. We write technology news (millions of monthly visitors to<a href="http://thenextweb.com/"> thenextweb.com</a>, host events (such as the TNW conference with 12.5k visitors), collect and analyse tech startup data as well as operate tech spaces in Amsterdam.</p> <p>At TNW, we're on a mission to inspire and inform the world about technology through media, events and services.</p> <p> </p> <p><strong>Our commitment to diversity and inclusion in the workplace</strong></p> <p>At the FT, we aim for employees across all regions to have a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work and have the flexibility they need to meet their personal needs. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.</p> <p> </p> <p><strong>The Position Overview</strong></p> <p>As the Senior IT Service Desk Specialist you will run the Service Desk supporting the TNW Amsterdam office as well as the FT’s Europe wide offices. </p> <p>Reporting into the FT, this role will be responsible for enabling the TNW Staff by ensuring the tools and services they need to do their jobs are looked after. There is a great opportunity to define and create the role. The role is “hands on” and needs a proactive approach. </p> <p><em><strong>This role is based in Amsterdam, the successful candidate will live within commutable distance of our office, where we adhere to a hybrid working policy.</strong></em></p> <p> </p> <p><strong>Key Responsibilities</strong></p> <p>Supported by, and part of, the global service desk team of the Financial Times you will;</p> <ul> <li>Own the site in terms of technology, support and deliver an exceptional user experience (hardware, software, policies and processes).<br/><br/></li> <li>Work autonomously but also as part of a diverse and talented global team.<br/><br/></li> <li>Manage the relationship with your users and stakeholders. Ensure they feel engaged and supported.<br/><br/></li> <li>Define the future of your role based on your vision, growth and value.<br/><br/></li> <li>Propose the best objectives and negotiate with your peers and stakeholders to determine what provides the best value.<br/><br/></li> <li>Manage projects and strategic deliverables<br/><br/></li> <li>Share your knowledge and experiences and be open to learning new things.<br/><br/></li> <li>Have the opportunity to innovate and experiment with new technology, processes and ways of working.<br/><br/></li> <li>Build collaborative and constructive relationships with vendors and suppliers, to ensure that  the TNW and getting the best service possible.<br/><br/></li> <li>Responsible for overseeing TNW's data protection strategy and (technical) implementation in accordance with the GDPR</li> </ul> <p> </p> <p><strong>Our Technology</strong></p> <p>We have a mixed estate (Windows and OSX) and an increasingly automated and integrated tool set. This includes; </p> <ul> <li>Device management - Microsoft System Center Configuration Manager (SCCM) for our Windows estate and JAMF for our Apple estate.<br/><br/></li> <li>Cloud platforms - We primarily utilise Amazon Web Services (AWS) across our estate, but also have Google Cloud Platform (GCP) and Azure in limited instances.<br/><br/></li> <li>Communication tools - Slack and Google Hangouts are the primary communication tools across TNW, but we also use RingCentral to varying degrees depending on the business area.<br/><br/></li> <li>Identify Access Management (IAM) - Okta, Active Directory and Google.<br/><br/></li> <li>Audio/Visual technology - Google Hangouts Meet, Pexip, Crestron and OneLan. Being a media company, it’s important we have the right technology to enable the business to communicate.<br/><br/></li> </ul> <p><strong>Your Knowledge &amp; Skills</strong></p> <p>You are Customer focused with an eye for detail and you love solving technical problems. You are able to communicate complicated and technical topics in a simple way.</p> <p>Our ideal candidate will bring a unique point of view to the work that we do. We firmly believe that diverse perspectives help us create great tools and enhance the team. If you have experience as an ITIL professional or service desk manager, great! However it is more important to us that you are proactive, keen to learn and love to help people. Characteristics we value include;</p> <ul> <li>Energetic and proactive<br/><br/></li> <li>Brilliant customer service and interpersonal skills<br/><br/></li> <li>Excellent collaboration and communication skills<br/><br/></li> <li>First class stakeholder and Vendor management<br/><br/></li> <li>Good knowledge of end user device support and applications<br/><br/></li> <li>Knowledge of GDPR.<br/><br/></li> <li>A high level of initiative, p