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Desktop Support Analyst

(Internal name: Techzone Analyst)

Group Technology

Fixed Term Contract – 6 months

This role is based in London | Onsite

Hiring range: £30,000 – £40,000

For more information please email TalkingCareers@itv.com

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

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. Especially, Apple Macs including desktops, laptops, iPhones, iPads, Multi-Function Printers (MFP) and other peripheral devices. 3
• 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.

ITV is for everyone.

ITV strongly encourages applications for this role from disabled people. As a Disability Confident Leader, if you meet the minimum criteria for a role and you have declared that you are disabled, we’ll guarantee to take you to the next stage* (minimum criteria above).

We’re happy to discuss any support/personalisation you may need during our application and selection process as part of our reasonable adjustments. Drop us a line if you require anything at talkingcareers@itv.com.

• There may be a few exceptions where we are not able to take all eligible candidates to the next stage due to the volume of applications.

Because those who make an impact deserve to be rewarded for it.

ITV offers some great rewards and benefits including

• Flexible working with a range of options to suit everyone
• Generous holiday allowance, plus you can buy more
• Annual bonus opportunity
• Competitive pension contribution
• Save as you earn – with an opportunity to buy ITV shares
• Wellbeing and volunteering days plus a wide range of opportunities to help you live a balanced and healthy life

More about our benefits