Job description
About us
Euromonitor International leads the world in data analytics and research into markets, industries, economies and consumers. We provide truly global insight and data on thousands of products and services; we are the first destination for organisations seeking growth. With our guidance, our clients can make bold, strategic decisions with confidence.
About the role
The Digital Services Analyst is responsible for providing our clients and colleagues with high quality support services relating to Euromonitor digital products. This work is primarily delivered by responding to incidents and requests raised on HaloITSM in line with our standard working practices.
A key part of the role is to ensure that all details of issues that are logged and the work done to resolve them is recorded on the system, so that all members of the Digital Delivery team can see what activity has occurred on a ticket. The Digital Services Analyst takes responsibility for resolving first and second line issues whenever possible. An important element of the role is communication with clients, users and the rest of the team to ensure that they are up to date with progress on requests.
The role of the Digital Services Analyst is accountable for the quality of the support service delivered to clients and colleagues alike. This role contributes to the delivery of project work designed to improve the services offered to our clients and colleagues. Projects will also be undertaken to improve the efficiency and effectiveness of the team in delivering work. The Digital Services Analyst is accountable for the quality of the project work delivered.
What you’ll be doing
The Digital Services Analyst is responsible for providing support to all users across the Euromonitor digital product portfolio. This role works to help clients and colleagues to solve their issues with the use of the systems in the portfolio. This currently includes Passport, Passport Account Management, Via and Euromonitor.com but will change as new products or services are developed by the business.
The Digital Services Analyst will provide;
Access to a new service
Assistance to people using the services they are entitled to
Changing the content of subscriptions and services
Removal of access to subscriptions and services
Enabling the use of SSO
Helping users understand what an API can help them achieve and how to use it
Understanding of the use that clients and colleagues are making of a subscription
Assistance with secure access to our products anywhere
Access to support and assistance easily through a single system
Training to colleagues to demonstrate new features and capabilities in the Support area
Work will be managed by;
Recording and responding to requests using the support system
Maintaining ownership of issues until a mutually satisfactory resolution is obtained
Escalating issues appropriately to other team members or other teams
Recording the details of investigations and fixes on the system
Highlighting persistent problems
Building documentation and KBAs to share knowledge across the team.
Participation in team meetings when required
Executing project work as agreed with the management team
Documenting progress on work items in Azure DevOps as agreed with the management team
Excellent communication skills – both verbal and written English & Lithuanian
Strong organizational skills
Can collaborate well with a team
Demonstrated experience of providing high quality customer support
Experience supporting digital products in a commercial environment
Knowledge of MS Office/Outlook
It would be nice if you had
- Understanding of digital product architecture
- Experience troubleshooting web application and network connectivity issues
- Capability to provide training on support related issues
- Experience of troubleshooting Windows 10 and 11
- ITIL Foundation certification
This role is a maternity contract. The salary range for this role is €28,000.00 - €33,000.00 per year
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Why work for Euromonitor?
Our Values:
We seek individuals who act with integrity
We look for candidates who are curious about the world
We feel that as a community, we’re stronger together
We seek to enable people to feel empowered
We welcome candidates who bring strength in diversity
International: not only do we have a very multinational workforce in each office but we communicate across our 16 offices worldwide on a daily basis.
Hardworking and sociable: our staff know how to work hard and know also how to enjoy themselves! We pride ourselves on creating an appropriate work-life balance, with flexible hours and regular socialising including frequent after work meet ups, summer and Christmas parties and a whole range of other groups to be involved with.
Committed to making a difference: We believe that people are looking for something worthwhile in a company beyond the workplace. Our extensive Corporate Social Responsibility Programme gives each member of staff two volunteering days a year in addition to holidays. It gives all new starters a donation amount on joining us which they can give to a charity of their choice.
It sees us reaching out into the local community with our mentoring, group volunteering, and fundraising initiatives as well as supporting international charities through our website sales, matching staff sponsorship fundraising, and carbon offsetting all our flights.
Excellent benefits: we offer competitive salaries, enhanced healthcare and pensions, plus generous holiday allowances, hybrid working and, in many offices, a Core Hours policy allowing flexible start and finish times to each day.
Opportunities to grow: we offer extensive training and development opportunities at all levels. The vast majority of our Managers and Directors have been promoted from within and many have moved across departments as well as upwards. We pride ourselves on identifying and rewarding talent.
Equal Employment Opportunity Statement: Euromonitor International does not discriminate in employment on the basis of race, colour, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability and genetic information, age, membership in an employee organization, or other non-merit factor.
