Desktop Support Specialist

1 week ago

Manchester, United Kingdom ITV Full time
About the Role

We are seeking a highly skilled Desktop Support Analyst to join our team at ITV. As a key member of our Techzone team, you will provide exceptional technical support to our colleagues across the UK, ensuring that our IT systems and infrastructure are running smoothly and efficiently.

Key Responsibilities
  • Provide first and second-line technical support to colleagues, resolving issues promptly and efficiently.
  • 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 technical support and ensure that assigned calls are responded to, diagnosed, and resolved swiftly and effectively.
  • Investigate cause and take responsibility for providing analysis of reported recurring or persistent problems.
  • Identify and implement solutions to resolve service incidents and requests.
  • Assist remote support teams with incident resolution for onsite devices.
  • Update online familiarisation, FAQ's, and 'how to' guides and training material.
  • Stay up-to-date with trends in technology and its application to understand current best practice and possible alternative solutions.
Requirements
  • 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.
  • 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.
  • Certified Diagnostic Engineer status with a primary manufacturer, e.g., Apple, HP, etc.
About ITV

ITV is a leading media company that produces and broadcasts a wide range of content, including TV shows, films, and digital media. We are committed to delivering high-quality content and services to our audiences, and we are looking for talented individuals to join our team.

As a Desktop Support Analyst at ITV, you will have the opportunity to work with a talented team of professionals, develop your skills and expertise, and contribute to the success of our business. If you are passionate about technology and customer service, and you are looking for a challenging and rewarding role, we encourage you to apply.

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