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1st Line IT Support Analyst
About DMS
At DMS, we are looking for like-minded talented people who want to be part of our journey. It’s going to be another very big year for us and we want you to play a role. We love the film industry. We love the ability of film to take your imagination away from daily life, to excite, to provoke, to engage and to entertain and we are excited to once again be playing our part in bringing the magic of cinema into people’s lives.
Who We Are
We are a vibrant, engaged, talent-driven agency where our staff feel empowered, where ideas are encouraged and where outstanding work is rewarded. We nurture bright, passionate people who are innovative and creative in their thinking and ambitious and brave in everything they do. Founded in 2002, our headquarters are in London with offices also in Los Angeles and Sydney. We are part of the AKA Group of agencies.
What We Do
We are a full-service creative digital agency. Our people, technology and insights help global media and entertainment, sports and lifestyle brands create, manage, localise, distribute and place their content, and evaluate its media reach.
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The Role
DMS are looking for a customer centric 1st Line IT Support Analyst with excellent communication skills and an enthusiasm to learn and keep up to date with the latest technologies. This individual will provide excellent 1st line support and look to develop his/her skills to provide additional 2nd line support when needed. This is an essential role in our business offering support across IT, telephony, and the network, as well as configuring, upgrading, and setting up both old and new computers and most importantly offering a great support service to senior stakeholders and the wider business.
Responsibilities
- Operating Systems: Proficiency in Windows 10/11 and macOS.
- Software & Hardware: Troubleshooting Microsoft 365 (Office, Outlook, SharePoint, Teams), Active Directory basics (password resets, user creation), and printer/peripheral support.
- Networking: Basic understanding of IP addresses, routers, and connectivity troubleshooting.
- Ticketing Systems: Experience logging, managing, and resolving incidents in IT Service Management (ITSM) tools.
- Strong communication skills, experience with ticketing systems, and the ability to perform tasks like password resets and user setups.
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This role will be full-time in the office and working Monday to Friday 9:30 until 6pm.
Requirements
- Experience & Education: 0–2 years of IT support experience
- Customer Service: Excellent active listening and communication skills.
- Troubleshooting: Strong analytical skills for diagnosing basic issues.
- Organisation: Ability to manage ticket queues and prioritize tasks.
- Escalation: Ability to identify when to escalate issues to 2nd/3rd line support.
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