Job
Description
L1 Support Associate Introduction The Economist Technology teams deliver the tech which brings Economist Intelligence & Economist Impact to life for millions of avid readers, podcast listeners and content watchers. You will join our team at a time when the demand for excellence in our digital customer experience is higher than ever before. You will join a profitable, responsible business with a brand and culture that you can be proud of and with every opportunity to deliver success for the Group and yourself. We are seeking an L1 Support Associate. You will be dedicated to learning about technology management and will provide first class support for our growing service management capability. If you are a collaborative team member with a practical, can-do attitude and would like to join our fantastic team, we would love to hear from you. As part of this role you may expect to occasionally be available during non-standard working hours as per operational and business requirements. Job Summary: L1 Support Associate will be responsible for supporting Level 1 Technical Services ensuring smooth operations, and contributing to continuous service improvement for various TEG Business Units - Economist Intelligence, Economist Impact and Economist Newspaper. This role involves assisting with Service Desk, Incident, Problem, Change, and Service Request management, working closely with IT, DevOps, Engineering, Product, Project, Support teams and stakeholders to maintain high service quality and efficiency. Key Responsibilities: L1 Service Operations: Supports 24/7/365 monitoring and triage of alerts, incidents, and service requests Follows runbooks for issue validation, priority assessment, basic troubleshooting and resolution Manages escalations to L2 as required and communicates status to stakeholders Assists in managing Jira Service Desk Board -ownership of ticket queues, manage aging and keep daily churn healthy Assist in managing ITSM processes, including Major Incident, Incident, Service Request, Problem, Change, and Request Management. Support Service Level Agreements (SLAs) and internal OLAs. ITSM tool (JIRA, Confluence, ServiceNow, etc) usage and ensure accurate documentation of incidents and requests. Supporting Major Incident Management process Coordinate response efforts, engage relevant teams, communicate updates to stakeholders, and drive rapid resolution to minimize downtime (as needed) Maintain incident records and generate reports for performance analysis (as needed) Supports Continuous Improvement Initiatives (as needed) Qualifications & Skills: Education & Skills Required: Bachelor s degree in Information Technology, Computer Science, or a related field. 3-5 years of experience in IT service management, Technical L1 Support, Help desk Hands-On Experience with any of ITSM tools like ServiceNow, BMC Remedy, Confluence, Jira Service Management (Atlassian Suite), etc Understanding of ITIL principles and IT service management frameworks. ITIL Foundation certification Desirable (not mandatory): Understanding/skills in Observability & monitoring tools Understanding/skills in subscription & payments Understanding of AWS/Cloud Ops Soft Skills: Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Ability to work in a fast-paced environment and manage multiple priorities. Detail-oriented with strong organizational skills. #LI-Hybrid What we offer Benefits We offer excellent benefits including an incentive programme, generous annual and parental leave policies, volunteering days and well-being support throughout the year, as well as free access to all Economist content. Country specific benefits are also offered. Our Values Our values are a collective set of beliefs and behaviours that strengthen The Economist Groups purpose and demonstrate where we want to be as an organisation. They reflect on our mission to pursue progress for individuals, organisations and the world. Independence We are not bound to any party or interest and encourage exploration and free-thinking. We champion freedom, both within our organisation and around the world. Integrity We are bold in our efforts to uncover the truth and stand up for what we believe in. We inspire trust through our rigour, fact-checking and transparency. Excellence We aspire to the highest standards in all we do. We are ambitious and inquisitive in our pursuit of continuous progress and innovation. Inclusivity We value diversity in thought and background and encourage healthy debate with a breadth of perspectives. We treat our colleagues and customers fairly and respectfully. Openness
