Desktop Support Analyst

Workplace: White City, London 5 days a week in the office - Monday to Friday.

This is a 6 months Fixed Term Contract.

The team

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 Techzone core 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. The main responsibilities are:

●   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.

●   Work collaboratively with other on site technical support teams

●   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)

• In-depth, hands on 'problem solving' expertise of a wide variety of user hardware especially Apple Devices and  some Windows PCs including desktops, laptops, iPhones, iPads, Multi-Function Printers (MFP) and other peripheral devices.
• 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 a corporate platform and application delivery. e.g. Citrix client, Google Workspace applications and MS Office suite.
• Certified Diagnostic Engineer status with a primary manufacturer e.g. Apple, HP, Dell, etc.
• Experience using ITSM toolsets like ServiceNow would be advantageous.
• 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.

Other things we're looking for (key criteria)

• Passionate about technology
• Understanding of the importance of cybersecurity
• Proactive, self motivated
• Good technical, troubleshooting and analytical skills
• 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
• Collaborative worker, able to function as part of a team, as well as work on tasks independently.