L1 Support Associate (Tech Ops)

You will be joining an organisation that is dedicated to driving progress. The Economist Group (TEG) is committed to innovation, independence, and rigour across its businesses, empowering individuals to understand and address the critical challenges facing the world. With a global reach and reputation for excellence, TEG delivers analysis and insights to subscribers and clients in 170 countries through its various businesses, including The Economist, Economist Impact, Economist Intelligence, and Economist Education. As an L1 Support Associate, you will play a crucial role in supporting Level 1 Technical Services for various TEG Business Units. Your responsibilities will include providing first-class support for service management capabilities, collaborating with IT, DevOps, Engineering, and other teams to ensure high service quality and efficiency. You will be involved in monitoring alerts, incidents, and service requests, managing escalations, and contributing to continuous service improvement efforts. Key responsibilities of the role include supporting 24/7 monitoring and triage, following runbooks for issue resolution, managing service desk operations, and assisting in ITSM processes such as Incident, Problem, Change, and Request Management. You will also be responsible for maintaining incident records, generating reports, and supporting continuous improvement initiatives. To be successful in this role, you should have a Bachelor's degree in Information Technology, Computer Science, or a related field, along with 3-5 years of experience in IT service management or technical L1 support. Hands-on experience with ITSM tools like ServiceNow, BMC Remedy, or Jira Service Management is required, as well as an understanding of ITIL principles. Strong analytical, problem-solving, communication, and interpersonal skills are essential, along with the ability to work in a fast-paced environment and manage multiple priorities. In return, we offer excellent benefits, including an incentive programme, generous annual and parental leave policies, volunteering days, well-being support, and free access to all Economist content. Our values of Independence, Integrity, Excellence, Inclusivity, and Openness guide our mission to pursue progress for individuals, organisations, and the world, fostering a culture of exploration, free-thinking, truth-seeking, diversity, and innovation.,