Desktop Support Specialist

6 days ago

Manchester, United Kingdom ITV Full time
Desktop Support Analyst

About the Role

We are seeking a highly skilled Desktop Support Analyst to join our team at ITV. As a key member of our technical support team, you will be responsible for providing first and second-line support to our colleagues across the UK.

Key Responsibilities

  • Provide exceptional customer service and technical support to our colleagues, resolving issues efficiently and effectively.
  • 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.
  • Investigate and resolve complex technical issues, identifying root causes and implementing permanent solutions.
  • Collaborate with the Operations Manager to document current issues and contribute towards resolution or process creation.
  • Stay up-to-date with the latest technology trends and best practices, applying this knowledge to improve our technical support services.

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, including Apple Macs and Windows PCs.
  • Good understanding of structured cabling or Wi-Fi connectivity.
  • Ability to work independently, be a self-starter, and own customer issues.
  • Experience using ITSM toolsets like ServiceNow would be advantageous.

What We Offer

As a Desktop Support Analyst at ITV, you will have the opportunity to work in a dynamic and fast-paced environment, contributing to the success of our technical support team. You will receive comprehensive training and support to help you develop your skills and knowledge, and you will be part of a collaborative and supportive team.

About ITV

ITV is a leading media company, producing and broadcasting a wide range of content across the UK. We are committed to innovation and excellence, and we are looking for talented individuals to join our team.

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