IT Support Analyst in London

Company: Banijay UK

Location: Shepherds Bush, London

Banijay stands as the largest international content producer and distributor; home to over 120 production companies across 22 territories, and a multi-genre catalogue boasting over 88,000 hours of original standout programming. A collective of creative entrepreneurs, the group represents some of the biggest global brands including Survivor, Big Brother, Peaky Blinders, Temptation Island, MasterChef, Wallander, The Kardashians, Mr Bean, The Wall, Hunted, Black Mirror, Extreme Makeover: Home Edition and Deal or No Deal among others.

Job Purpose: The IT Support Analyst (ISA) is responsible for providing proactive and effective support to the business, carrying out standard Service Desk tasks, ensuring that all incidents and requests are logged, updated, and resolved in a timely manner. The ISA will often be the first point of contact with the business, combining a clear commitment to user satisfaction and communication skills, with a desire to develop personal technical and service-related skills. The ISA will show logical troubleshooting and problem-solving skills, being able to work independently by demonstrating a broad IT knowledge and ability to follow documented procedures. Candidates will also be able to work seamlessly as part of a team, showing a keen drive to provide support to the rest of the Service Desk, and show no hesitancy in asking for assistance from their team.

The ISA must have an interest in computing and experience working with Microsoft and Apple products. They will also be responsible for managing escalations to management, suppliers, and partners, to ensure the prompt and satisfactory resolution of user support cases. The role is based primarily at the Banijay UK main office in Shepherds Bush and may feature occasional support visits to other London-based sites, remote offices or production locations. To ensure optimal delivery of service to the business, the role will require working a 37.5-hour week, typically between 09:30 and 18:00, Monday to Friday. Some weekend and evening work will be required and will be scheduled in advance. The role follows a hybrid-working model with typically two days working from home, three days in the office, with these days being rotated weekly as per the manager’s discretion. Additional office attendance may be required to meet business needs.

This job description indicates the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities required of employees to this job. The incumbent of this position is also expected to undertake other duties which may not be listed on this job description as requested by their line manager or Head of IT which can be deemed as reasonably within the scope of their role.

Duties:

• Act as the first point of contact for all IT support queries, whether raised in person or via the ticketing system.
• Address support queries in a timely and professional manner, striving to achieve the highest levels of customer satisfaction.
• Log, prioritise, and manage incidents and service requests in accordance with company SLAs.
• Deliver regular updates to users on ticket progress and provide effective workarounds where necessary.
• Escalate incidents to senior Service Desk staff, Management, Infrastructure teams, or 3rd-party suppliers in accordance with escalation procedures.
• Assist in keeping service outages to an absolute minimum; review incident trends to prevent future incidents and outages.
• Deploy, configure, and maintain company computers and associated peripherals.
• Perform hardware and software upgrades, including preparing devices for redeployment to ensure optimal security, performance and lifecycle management.
• Support and manage video conferencing systems, network printers, telephony platforms, and other core IT systems.
• Update and maintain internal technical documentation and user-facing knowledge base articles relating to Banijay UK’s infrastructure and technologies.
• Ensure all IT equipment is accurately recorded, tagged, and tracked within the asset management system.

Knowledge and Skills:

• Administration and support of Microsoft 365, including Exchange Online and Entra ID (Admin Centre)
• Active Directory administration and user management
• Windows 11 support and troubleshooting
• macOS and iOS support
• Experience working within an IT Service Management (ITSM) system
• Additional Technologies: Ivanti Neurons, Mobile Device Management (MDM) solutions, including Meraki, Jamf, and MobileIron, Box or similar cloud-based file sharing platforms, Citrix environments

Reporting to: IT Service Desk Manager

Contract type: Full time, permanent

Working Hours: 9:30am - 6pm

Date Posted: 5th March 2026