Desktop Support Analyst

ITV Studios · Manchester

Workplace: Media City, Manchester - In office 5 days a week

ITV is the biggest commercial television network in the UK. Behind every famous face, there are hundreds of others, all doing their bit to make things happen. We love telly, we’re passionate about content and most importantly we understand our audiences. As a growing international company, we’re commercially minded and have a global focus. We’re all about pushing the boundaries and being innovative.

Workplace Technology is a pivotal department within ITV, they provide us with all the tools to do our jobs efficiently and successfully. The department is forever innovating to ensure that ITV employees have the best systems and tools available.

The role will require you to work collaboratively with other Workplace Technology teams to resolve incidents and deliver on requests. You will be brought on the journey to deliver the

Workplace Technology strategy and roadmap which will provide ample opportunity for your own personal growth and development. This will represent a great opportunity for someone looking to take the next step with their career. We are looking for a self starter who will have the drive and passion to reach new heights.

The role

The Desktop Support Analyst (internal name: Techzone Analyst) works in the ITV hub 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 TechZone team will also regularly support colleagues who are not on their site, providing the same levels of support remotely.

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.

Main responsibilities

Take ownership of issues 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”.
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 at 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)

Certified Diagnostic Engineer status with a primary manufacturer e.g. Apple, HP, Dell, etc.
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.
Experience of IT operations support in a media, broadcast and/or TV production environment advantageous.
Ability to work independently, be a self-starter and own customer issues.
Experience using ITSM toolsets like ServiceNow would be advantageous.
In-depth, hands on ‘problem solving’ expertise in a corporate platform and application delivery. e.g. Citrix client, Google Workspace applications and MS Office suite.
In-depth, hands on ‘problem solving’ expertise of a wide variety of user hardware. e.g. Apple Devices and Windows PCs including desktops, laptops, iPhones, iPads,
A good understanding of structured cabling or Wi-Fi connectivity e.g. Cisco routers, switches, Wireless Access Points (WAP) and managed cabling.
Multi-Function Printers (MFP) and other peripheral devices.
The ability to work collaboratively with other on site technical support teams
Experience of providing direct end user support with exceptional customer service skills.

Other things we’re looking for (key criteria)

Passionate about technology.
Understanding of the importance of cybersecurity.
Proactive, self motivated.
User experience focused.
Demonstrable ability to effectively prioritise and execute tasks in a high-pressure environment is crucial.
Knowledge of ITIL
Excellent organisational skills
Excellent written and verbal skills
Media industry experience preferred but not essential.
Good technical, troubleshooting and analytical skills.

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.

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