Job Description

ABOUT DC THOMSON:

At DC Thomson we are a business with a purpose - to make a positive impact on the communities we serve.


We are home to some of the world's best-loved media brands, organised around local news and radio, companionship, kids, advocacy, energy, puzzles and hobbies.


The Courier, The Press & Journal, The Sunday Post, Beano, Stylist, Puzzler, The People's Friend, My Weekly, Bunkered, Energy Voice, Findmypast and Brightsolid are just some of the brands you might know us for.


Deeply rooted in our communities, we are investing in data, technology and talent to unlock a new level of understanding about what really matters to our customers. This is how we are shaping the future of media.


We've changed the way we work to create a flexible, collaborative, learning-led culture that draws on expertise from across the organisation to create award-winning content and cultural moments that make audiences want to be part of our communities.


Our HQ is in Dundee and we have bases around the UK employing over 1,200 extraordinarily creative colleagues working in a mix of office/home/hybrid. They're passionate about being part of the story of so many well-loved brands and they're crucial to our ambitions for the company.


We're looking for the best people to join us at DC Thomson, to share their energy, ideas and skills and be part of our story.

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Why join us now?

DC Thomson is on an exciting transformation journey to growth. Our brands matter to people and we are passionate about sustaining meaningful relationships with the communities these brands serve.


Focused on creating brilliant content and experiences that inspire our audiences and communities.

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ROLE SUMMARY

Job Title:

IT Helpdesk Analyst

Contract Duration:

12-Month Fixed-Term Contract (The successful candidate will join us on an initial 12-month fixed-term contract with the opportunity for review and a strong possibility of the role becoming permanent, subject to business needs and individual performance.)

Location:

Dundee, Scotland, United Kingdom

Requirements

We currently have a fixed-term position for someone looking to start their career journey in the IT department, initially for a year.


We are seeking an enthusiastic person to fill an IT Helpdesk Analyst role based full-time in our Meadowside office.


You will play a vital support role to our staff based around the UK and be part of a fully integrated and multi-skilled service support team, responsible for the support, administration and maintenance of DC Thomson's Information Systems.


You will be responsible for supporting basic user issues, fulfilling service requests and onboarding new users into the business. As you will be the first point of contact for many users, you will be responsible for triaging incidents accurately and within a timely manner to a Senior Helpdesk IT Analyst.

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Key Responsibilities:

Ensuring that our customers receive a high level of engagement. This includes, creating a ticket for their issue and gathering all information possible, setting reasonable SLAs, updating notes and validating closures. Support troubleshooting of IT related problems from in-house software to hardware, such as, Laptops, PCs, Printers, etc. Troubleshoot basic network issues. Ensure that all tickets being triaged have full information and the desired outcome before assigning. As you will be passing the ticket on to different agents, it is your responsibility to gather the information required and inform the user that their ticket has been escalated. Ensure that when engaging with users, that they are made to feel important and that their issue, no matter how small, is relevant. Offer advice/quick overviews. Make our users feel that coming to Service Desk has been a good use of their time. Publishing support documentation to assist customers with requests for information and provide customer training if required. Basic Active Directory/Office 365 knowledge. Creating user accounts, reset passwords, create groups, etc. To arrange for external technical support where problems cannot be resolved in-house.

Knowledge, Qualifications, Skills and Experience:

Previous experience in a similar role would be desirable but not essential A recognised Information Systems or Technical Qualification would be desirable but not essential Excellent communication and interpersonal skills Strong analytical and problem solving skills Self-motivated and ability to work independently Ability to work with users to understand requirements and translate them into functional and technical requirements and solutions

To apply for this role, please follow our online application process and submit a CV and cover letter.

Benefits

This is a full-time, temporary position (12-month fixed-term contract), working 35 hours per week from our Meadowside/Dundee office. We offer a generous package including 34 days holiday, health cash plan, on-site gym, excellent pension, a competitive salary, and many more staff discounts and benefits.


We are an equal opportunity employer and encourage applications from everyone and do not discriminate on the basis of race, religion, gender, sexual orientation, age, marital status, disability or any other protected characteristics.


If you have any issues with your application, please email recruitment@dcthomson.co.uk

Closing date for applications: Friday, 25th July 2025 at 16:00hrs

Please note that we reserve the right to close the vacancy early once we have received suitable applications. Therefore, please ensure you submit your application as early as possible to avoid disappointment.