Desktop Support Analyst
(Internal name: Techzone Analyst)
Group Technology
Permanent - Onsite 5 days a week
Manchester
Hiring range: £30,000 - £40,000
Your work matters to millions.
Shaping culture is in the DNA of ITV. So, it’s not surprising that you’ll find us in every home in the UK, our productions are famous all over the world and we’re at the forefront of the digital streaming revolution.
When you join us, you enter a fun working environment. With opportunities to learn, to grow and make a real difference. Small enough that your impact’s felt in the business, but big enough that your impact reaches millions of people.
Come develop your skills, change TV and the course of your career. Don’t just watch it. Be part of it. Join ITV.
Your impact sends ripples.
The team
The TechZone analysts work in the ITV offices across the UK. They provide a face to face technical troubleshooting and fix service as a drop-in facility for colleagues on site. This role is to provide first and second line support directly to colleagues in a professional and friendly manner; the key aim being to provide a fix to the issue at initial contact and failing that take ownership of the issue and work with the relevant support channels whilst maintaining regular communications with the colleague until resolved.
The successful applicant will be required to respond to complex problems by proactively investigating root cause, whilst if necessary delivering workaround for business continuity and ultimately a permanent resolution
The role
Take ownership of the issue and provide regular communication of the progress of investigations and planned solutions to customers, whilst managing their level of expectation.
Drive to maximise issue resolution at first point of contact in the “techzone”
The role holder would be expected to develop a comprehensive knowledge of the ITVs technology standards and procedures.
Working closely with the on-shore and off-shore infrastructure/service desk teams to provide second line technical support, ensuring assigned calls are responded to, diagnosed and resolved swiftly and effectively in line with operational and service level agreements. Ensure outstanding calls are regularly updated to reflect their status.
On-site interface for key third parties support teams for incident resolution
Investigate cause and take responsibility to provide analysis of reported recurring or persistent problems.
Create standard documentation on problem resolution, fixes and updating the technical knowledge base, liaising with the service desk and other teams as required.
Identify appropriate solutions to resolve service incidents and requests.
Assist remote support teams with incident resolution for any onsite devices.
Update online familiarisation, FAQ’ and “how to” guides and training material.
Keep abreast of trends in technology and its application to understand current best practice, possible alternative solutions and to support technical evaluations.
Support maintenance, updates and enhancements to work instructions
Remotely support “priority” incidents to other ITV offices as part of an enhanced priority support channel
Take ownership of incidents and see them through to completion with assistance from other members of the team
Troubleshoot, support and provide information to assist in incident resolution.
Able to translate technical implementations into business friendly explanations and to demo functionality.
Encourage and foster feedback from stakeholders and peers.
Contribute towards documentation and process creation.
Create material to allow end-users to self-serve.
Develop skills in automation to support the broader WPT team.
Work with the Operations Manager to document current issues and contribute towards resolution or process creation.
Identify areas for personal development which will contribute towards the overall success of the team.
Learn a department appropriate scripting language.
Develop understanding of the Agile way of working.
Assist the Business Analysts with requirements gathering.
Perform data analysis using Looker Studio and Google Sheets.
Skills you’ll need (minimum criteria)
Experience of providing direct end user support with exceptional customer service skills
In-depth, hands on ‘problem solving’ expertise of a wide variety of user hardware with a main focus on Apple Macs
We also look for experience on Windows PCs including desktops, laptops, iPhones, iPads, Multi-Function Printers (MFP) and other peripheral devices.
A good understanding of structured cabling or Wi-Fi connectivity e.g. Cisco routers, switches, Wireless Access Points (WAP) and managed cabling.
In-depth, hands on ‘problem solving’ expertise in corporate platform and application delivery. e.g. Citrix client, cloud-based Google Workspace applications and MS Office suite
Ability to work independently, be a self-starter and own customer issues.
Experience using ITSM toolsets like ServiceNow would be advantageous
Other things we’re looking for (key criteria)
Certified Diagnostic Engineer status with a primary manufacturer e.g. Apple, HP etc.
Experience of IT operations support in a media, broadcast and/or TV production environment advantageous.
Experience of working with on-shore and off-shore infrastructure/service desk teams for problems that affect the desktop, server or network operating systems within SLA.
