IT Support Analyst

Job Purpose

The IT Support Analyst provides responsive, practical and customer-focused technology support to colleagues across GB News, helping employees remain productive and minimising disruption to business operations.

The role delivers first- and second-line support across the Company’s Microsoft environment, end-user devices, mobile services, connectivity and core workplace technology.

Working within the Technology and Operations team, the role owns support requests from initial triage through to resolution, coordinating closely with outsourced second- and third-line providers.

The role also supports user onboarding and offboarding, device and asset management, access administration, documentation and continuous improvement of IT support processes.

• Key Accountabilities
• Operational Responsibilities
• Provide professional first- and second-line IT support across the Paddington and Westminster offices, resolving incidents and service requests efficiently and with minimal disruption.
• Log, assess, prioritise and manage support tickets from initial contact through to closure, escalating to external suppliers or specialist teams where required while retaining ownership of the user experience.
• Troubleshoot hardware, software, account, access, meeting-room and connectivity issues across Windows and mac OS devices, Microsoft 365 applications, Teams, Share Point, One Drive, printers, peripherals and mobile devices.
• Support administration of the Microsoft cloud environment, including Microsoft 365, Azure / Entra ID, Intune, user accounts, multi-factor authentication and conditional access, within approved access and security controls.
• Prepare, configure, deploy, maintain and recover laptops, desktops, mobile devices and associated equipment, ensuring devices are appropriately enrolled, patched, secured and recorded.
• Coordinate IT onboarding, internal moves and offboarding, including account creation and closure, equipment preparation and recovery, access changes and timely liaison with HR and line managers.
• Provide basic network troubleshooting across Wi-Fi, LAN, VPN, DNS and TCP/IP, escalating more complex firewall, infrastructure or security issues to the appropriate provider.
• Act as the primary day-to-day operational contact for outsourced second- and third-line IT support, ensuring escalations are clear, complete and actively progressed.
• Respond calmly and quickly to priority incidents, supporting service restoration and communication, and identify recurring issues and practical improvements to reduce future disruption.
• Stakeholder Responsibilities
• Provide clear, courteous and timely updates to employees, managing expectations throughout each request or incident.
• Work closely with Technology and Operations, Product, Broadcast Technology, HR, Finance and other teams to resolve cross-functional technology and workflow issues.
• Coordinate effectively with external support providers, software vendors, telecommunications suppliers and equipment partners on troubleshooting, requests and escalations.
• Communicate planned changes, outages and new processes clearly, and contribute to knowledge sharing through practical guidance and well-maintained support documentation.
• Commercial / Budget Responsibilities
• Support the cost-effective procurement, allocation and lifecycle management of IT hardware, software licences, mobile connections and related services.
• Maintain accurate device, licence and service records, assist with invoice or supplier queries and help prevent unnecessary cost or continued charges for inactive users.
• Administrative, Compliance and Reporting Responsibilities
• Maintain complete and accurate records of support requests, diagnostic activity, resolutions, escalations and user communications within the IT service management system.
• Maintain current asset, configuration, mobile connection and equipment-allocation records, together with clear user guides, technical notes and knowledge-base articles.
• Follow Company information-security, data-protection, acceptable-use and access-control requirements, applying appropriate confidentiality and least-privilege principles.
• Support software deployment, security updates, device compliance and routine endpoint controls in accordance with approved procedures.
• Report significant incidents, suspected security concerns, recurring issues and operational risks promptly, and provide service information on trends, assets and supplier performance when requested.

Person Specification

Essential Criteria

• At least three years’ practical experience in an IT support, service desk or desktop support role, ideally within a fast-paced and operationally demanding environment.
• Strong first and second-line troubleshooting capability across end-user hardware, software, accounts, mobile devices, connectivity and workplace technology.
• Hands-on experience supporting Microsoft 365 and Azure / Entra ID environments, including account administration, multi-factor authentication, conditional access and Microsoft Intune.
• Experience supporting Windows workstations and mac OS devices, including device configuration, deployment, patching and endpoint management.
• Good understanding of networking fundamentals, including VPN, firewalls, DNS, Wi-Fi and TCP/IP.
• Experience using an IT service management or ticketing platform and maintaining accurate support records and documentation.
• Strong customer-service and communication skills, with the ability to explain technical information clearly to users with different levels of technical knowledge.
• Ability to prioritise competing requests, use sound judgement and remain calm during urgent issues, with a strong commitment to information security and confidentiality.

Desirable Criteria

• Experience using Halo ITSM, Mimecast, Fortinet, Jamf or comparable platforms.
• Relevant Microsoft, ITIL or other recognised technical certification.
• Experience supporting technology within broadcast, media, production, newsroom or another time-critical environment.
• Experience supporting meeting-room or audiovisual technology and coordinating outsourced support partners or managed service providers.
• Personal Attributes
• Proactive, approachable and genuinely motivated to help users resolve technology issues.
• Logical, methodical and solutions-focused, with strong diagnostic and problem-solving ability.
• Highly organised, accountable and able to manage competing priorities through to completion.
• Resilient, adaptable and curious, with a commitment to learning new technologies and ways of working.
• GB News Expectations
• Be an ambassador for GB News.
• Be committed to the health and safety requirements of self and others in the workplace.
• Be committed to the equality and diversity values of GB News.
• Demonstrate drive, professionalism and integrity, and undertake other appropriate duties reasonably required in line with the role.