At a Glance
- Tasks: Log and track support tickets, troubleshoot issues, and assist users with system queries.
- Company: Join a leading media organisation that values innovation and teamwork.
- Benefits: Gain hands-on experience, flexible shifts, and opportunities for professional growth.
- Other info: Collaborate with diverse teams and build strong relationships while enhancing your technical knowledge.
- Why this job: Make a real impact by supporting users and improving systems in a dynamic environment.
- Qualifications: Some IT support experience and a willingness to learn new skills.
The predicted salary is between 30000 - 40000 £ per year.
At Global, we think big, work hard, and never stand still. We’re the proud home of media and entertainment, driven by our talented and passionate people. Our mission is to make everyone's day brighter — our Globallers, our audiences, our partners, and our communities.
Key Responsibilities
- Core Responsibilities (70%)
- Log, track, and update support tickets accurately to ensure clear reporting and visibility of issues.
- Follow documented processes to troubleshoot and resolve common system issues.
- Escalate more complex issues to senior team members when required.
- Document solutions and contribute to user guides and knowledge base articles.
- Support users with system queries and “how-to” guidance.
- Continuous Improvement & Collaboration (20%)
- Work with Product and Engineering teams to share recurring issues and support root cause analysis.
- Help reduce ticket volumes by contributing to FAQs, user tips, and training materials.
- Support system upgrades, testing, and feature releases.
- Operations & Monitoring (5%)
- Assist with communications relating to system outages or planned maintenance.
- Ensure all activities are logged correctly in tools such as Jira, ServiceNow, or Service Cloud.
- Support monitoring of background services (with guidance from senior team members).
- User Support & Best Practice (5%)
- Provide clear and friendly support to system users.
- Follow established procedures to identify causes of issues and apply appropriate fixes.
What You’ll Love About This Role
- Learn how large-scale commercial systems operate in a leading media organisation.
- Take responsibility for resolving issues and supporting users from start to finish (with guidance).
- Help translate technical issues into clear, understandable language.
- Collaborate with teams across the business and build strong working relationships.
What Success Looks Like
- Built strong relationships with colleagues and system users.
- Confidently handled day‑to‑day support tickets with minimal supervision.
- Contributed clear and detailed resolution notes to the knowledge base.
- Demonstrated strong communication and a proactive attitude to learning.
Experience What You’ll Need
- Some experience in an IT support role, service desk, or similar technical environment (including internships or placements).
- Exposure to working within a ticketing system.
Skills & Behaviours
- Strong communication skills and a friendly, helpful approach.
- Willingness to learn and develop technical knowledge.
- Ability to follow documented procedures and troubleshoot methodically.
- Good organisational skills and ability to prioritise tasks with support from senior team members.
- Team player mindset and eagerness to collaborate.
Technical Knowledge (Desirable, Not Essential)
- Basic understanding of SQL and databases.
- Aware of APIs or testing tools such as Postman.
- Familiarity with ITIL concepts (Incident, Change, Problem Management).
- Experience creating clear bug tickets with steps to reproduce.
- Interest in media or advertising industries (nice to have).
Please note
- Flexible shift availability required, covering 8:00am–8:00pm, plus out‑of‑hours on‑call support.
- This role will operate on a shift and on‑call basis.
Application Support Analyst - Reading employer: Global
At Global, we pride ourselves on fostering a vibrant and inclusive work culture where our employees, known as Globallers, are empowered to think big and innovate. As an Application Support Analyst in Reading, you will benefit from continuous learning opportunities, collaborative teamwork, and the chance to make a meaningful impact within a leading media organisation. With a focus on employee growth and a supportive environment, we ensure that every team member can thrive while contributing to our mission of brightening everyone's day.
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Analyst - Reading
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Global through LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common support scenarios. Think about how you'd troubleshoot issues and communicate solutions clearly. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your enthusiasm for learning! Mention any relevant courses or projects you've done that relate to IT support or application management. It’ll show we’re not just looking for experience, but also a passion for growth.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Global.
We think you need these skills to ace Application Support Analyst - Reading
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for the role shine through! We love seeing candidates who are genuinely excited about joining our team and contributing to our mission of making everyone's day brighter.
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the responsibilities listed in the job description. We want to see how you can help us tackle support tickets and improve user experience!
Be Clear and Concise:Keep your writing straightforward and to the point. We appreciate clarity, especially when it comes to technical issues. Use simple language to explain your past experiences and how they relate to the role of Application Support Analyst.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Global
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around ticketing systems like Jira or ServiceNow. Familiarise yourself with basic SQL and databases, as well as ITIL concepts. This will show that you're not just a people person but also have the technical chops to back it up.
✨Show Off Your Communication Skills
Since this role involves supporting users and translating technical issues into clear language, practice explaining complex concepts in simple terms. You might even want to prepare a few examples of how you've done this in the past, as it’ll demonstrate your ability to connect with users effectively.
✨Be Ready to Collaborate
This position is all about teamwork, so think of ways you've successfully worked with others in previous roles. Be prepared to discuss how you can contribute to continuous improvement and share insights with Product and Engineering teams. Highlighting your team player mindset will definitely score you points.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific support scenarios. Think through common system issues and how you would troubleshoot them. Practising these responses will help you feel more confident and show that you can follow documented procedures while being proactive in finding solutions.
