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, grow, and make a real difference. Small enough that your impact is 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
Workplace Technology is a pivotal department within ITV, providing us with 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. We are seeking a Desktop Support Analyst to join this innovative team. The role will require you to work collaboratively with other Workplace Technology teams to resolve incidents and deliver on requests. This will represent a great opportunity for someone looking to take the next step in their career.
The role
The Desktop Support Analyst works in the ITV offices across the UK, providing 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 while maintaining regular communications with the colleague until resolved.
The successful applicant will be required to respond to complex problems by proactively investigating the root cause, delivering workarounds for business continuity, and ultimately a permanent resolution.
Main Responsibilities
* Take ownership of the issue and provide regular communication of the progress of investigations and planned solutions to customers while managing their level of expectation.
* Drive to maximize issue resolution at first point of contact in the “techzone.”
* Develop a comprehensive knowledge of ITV's technology standards and procedures.
* Work closely with 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.
* On-site interface for key third-party 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 familiarization, FAQs, and “how to” guides and training material.
* Keep abreast of trends in technology and its application to understand current best practices and 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 team members.
* 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.
* 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)
* Solid professional experience of dealing with Apple Macs and Windows PCs including desktops, laptops, iPhones, iPads, Multi-Function Printers (MFP), and other peripheral devices is essential.
* 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.
* 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.
We're happy to discuss any support/personalization 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.
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.
* 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.
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