Customer Support Analyst

Location: Howden Department: IT Ops Job Type: Full time Contract Type: Permanent

About Us.

PA Media Group is the UK and Ireland’s national news agency and a trusted multi-media content provider for print, web, mobile, and broadcast. For over 150 years, we’ve delivered fast, accurate and dynamic coverage of news, sport, entertainment and more. Our innovation continues today as we develop solutions for our clients and deliver compelling experiences across multiple platforms.

Inclusion.

At PA Media Group, we are committed to building an inclusive culture where everyone feels welcome and supported. We celebrate diverse backgrounds, experiences and perspectives.

If you require adjustments at any stage of the recruitment process, please let us know — we are here to support you.

The Role.

We’re looking for a proactive and customer-focused Customer Support Analyst to join our IT Operations team based in Howden, East Yorkshire.

In this frontline role, you’ll be the first point of contact for internal and external customers, resolving issues, recording incidents and ensuring an outstanding service experience.

Working in a 24/7, 365-day environment, you’ll collaborate with colleagues and third-party suppliers to investigate and resolve problems quickly and effectively. Whether it’s logging calls, troubleshooting issues, escalating where necessary or keeping stakeholders updated, you’ll play a vital part in keeping our business running smoothly.

In this role, you will:

• Receive and log inbound calls and emails from customers, ensuring accurate prioritisation through impact and urgency.
• Diagnose and resolve incidents wherever possible at first contact.
• Provide clear, timely updates to users, managing expectations throughout.
• Escalate issues appropriately to support teams or suppliers.
• Contribute to the Customer Support knowledge base and share knowledge with colleagues.
• Monitor the IT estate and proactively identify potential issues.

About You.

To be successful in this role, you’ll bring a strong customer-first mindset and a calm, professional approach to problem-solving. You’ll need excellent communication skills and an analytical mindset, and you’ll thrive in a fast-paced environment where no two queries are the same.

You will bring:

• Experience in a customer service or IT support environment.
• Excellent verbal and written communication skills.
• Strong organisational skills and the ability to prioritise effectively.
• A proactive, problem-solving approach with ownership of issues through to resolution.
• Good PC literacy and working knowledge of Microsoft Office.
• Awareness of IT service management processes (knowledge of ITSM tools would be an advantage, but not essential).

What We Offer. This role offers an excellent opportunity to build your skills in IT support and customer service within a supportive and forward-thinking team. You’ll be part of an organisation that values innovation, collaboration and integrity.

You will also benefit from:

• 5 weeks’ holiday plus bank holidays and a holiday purchase scheme.
• Pension scheme with company match (up to 4%)
• Life Assurance (4x salary)
• Flexible working options
• Annual Wellbeing Day
• Annual Volunteering Day
• Cycle to work
• Annual eye-care vouchers
• BUPA health plan (via salary sacrifice)
• Employee assistance programme

PA Media Group Values:

PA Media Group is committed to inspiring a positive culture and a work environment of Openness, Honesty and Transparency. We are owned by PA Group, the leading content and data business and align with their values of Collaboration, Accountability, Integrity and Respect.

We’re building and promoting a culture where difference is valued and everyone can be the best version of themselves and welcome applications from all qualified candidates regardless of their ethnicity, race, gender, religious beliefs, sexual orientation, age, marital status or whether or not they have a disability.

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