End User Support

As End User Support, you’ll be the first point of contact of our IT service, responding to support requests, logging and tracking incidents, and providing basic technical assistance across hardware, software and connectivity issues.

You’ll focus on delivering an exceptional customer experience, resolving immediate issues where you can, and efficiently escalating more complex problems to our specialist IT teams in Australia and France. This role is highly customer‑facing and ideal for someone passionate about technology and keen to build a career in IT support.

Whilst there’s no typical day in the dynamic world of media, you can expect your role to involve the following:

Act as the first point of contact for IT support, answering incoming requests via phone, email, chat and the self‑service portal in a timely, professional and courteous manner.

Log, categorise and prioritise all IT incidents and service requests in the IT Service Management (ITSM) system (e.g. ManageEngine), keeping end‑users informed of progress and managing expectations until issues are fully resolved.

Provide first‑line troubleshooting for common issues, including basic hardware (monitors, keyboards, mice, docking stations), standard software (Microsoft Office, web browsers), local network connectivity (e.g. Wi‑Fi) and local printing/scanning.