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: Flexible shifts, on-call support, and opportunities for professional growth.
- Other info: Collaborate with diverse teams and build strong relationships in a dynamic environment.
- Why this job: Gain hands-on experience in IT support while making a real impact on user satisfaction.
- Qualifications: Some IT support experience and a willingness to learn.
The predicted salary is between 25000 - 32000 £ 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.
Junior Application Support Analyst - Flexible & On-Call in Reading employer: Global
At Global, we pride ourselves on fostering a dynamic and inclusive work environment where our Globallers can thrive. As a Junior Application Support Analyst, you'll benefit from flexible working arrangements and the opportunity to collaborate with talented teams across the media landscape, all while contributing to meaningful projects that brighten the day for our audiences and communities. With a strong focus on employee growth, we offer continuous learning opportunities and a supportive culture that encourages innovation and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Junior Application Support Analyst - Flexible & On-Call in Reading
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research the company and its culture, and be ready to discuss how your skills align with their needs. Practise common interview questions and think of examples that showcase your problem-solving abilities.
✨Tip Number 3
Show off your enthusiasm! When you get the chance to chat with potential employers, let your passion for the role shine through. Talk about why you want to work with them and how you can contribute to their mission.
✨Tip Number 4
Don’t forget to follow up! After an interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to keep your name fresh in their minds and show your professionalism.
We think you need these skills to ace Junior Application Support Analyst - Flexible & On-Call in 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 Junior Application Support Analyst role. We want to see how you can help us tackle support tickets and improve user experience!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language to describe your experiences and how they relate to the responsibilities outlined in the job description. We appreciate clarity as much as you do!
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 ensures you’re considered for the role. Plus, it’s super easy to do!
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 and basic SQL. Familiarise yourself with common troubleshooting processes and be ready to discuss how you've handled support tickets in the past.
✨Show Off Your Communication Skills
Since this role requires clear communication with users, practice explaining technical concepts in simple terms. Think of examples where you've successfully helped someone understand a complex issue.
✨Be Ready to Collaborate
This position involves working closely with Product and Engineering teams. Prepare to discuss how you've worked in a team before and how you can contribute to improving processes and reducing ticket volumes.
✨Demonstrate Your Willingness to Learn
Highlight your eagerness to develop your technical skills and knowledge. Share any experiences where you've taken the initiative to learn something new, especially in an IT support context.
