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- Tasks: Provide face-to-face and remote tech support, troubleshoot issues, and ensure smooth operations.
- Company: Join ITV, the UK's largest commercial TV network, passionate about content and innovation.
- Benefits: Enjoy opportunities for personal growth, a collaborative environment, and potential remote work options.
- Why this job: Be part of a dynamic team, enhance your tech skills, and contribute to a leading media company.
- Qualifications: Hands-on problem-solving skills with Apple and Windows devices; IT support experience preferred.
- Other info: Opportunity to learn scripting and Agile methodologies while working in a vibrant media environment.
The predicted salary is between 30000 - 42000 £ per year.
The team at ITV is the biggest commercial television network in the UK. They are passionate about content and understand their audiences. As a growing international company, they are commercially minded with a global focus, pushing boundaries and being innovative.
Workplace Technology is a pivotal department within ITV, providing tools for employees to work efficiently and successfully. The role will require collaboration with other Workplace Technology teams to resolve incidents and deliver on requests, offering opportunities for personal growth and development.
The Techzone core analyst works in the ITV hub offices across the UK, providing face-to-face technical troubleshooting and fix service as a drop-in facility for colleagues on site. This role involves:
- Providing first and second line support directly to colleagues in a professional and friendly manner.
- Taking ownership of issues and maintaining regular communication with colleagues until resolved.
- Responding to complex problems by investigating root causes and delivering workarounds for business continuity.
Main responsibilities include:
- Maximising issue resolution at first point of contact in the "techzone".
- Developing comprehensive knowledge of ITV's technology standards and procedures.
- Working closely with on-shore and off-shore infrastructure/service desk teams to provide second line technical support.
- Acting as an on-site interface for key third-party support teams for incident resolution.
- Investigating causes and providing analysis of recurring or persistent problems.
- Creating standard documentation on problem resolution and updating the technical knowledge base.
- Identifying appropriate solutions to resolve service incidents and requests.
- Assisting remote support teams with incident resolution for onsite devices.
- Updating online familiarisation, FAQs, and training material.
- Keeping abreast of trends in technology and its application.
- Supporting maintenance, updates, and enhancements to work instructions.
- Remotely supporting priority incidents at other ITV offices.
- Troubleshooting and providing information to assist in incident resolution.
- Translating technical implementations into business-friendly explanations.
- Encouraging feedback from stakeholders and peers.
- Contributing towards documentation and process creation.
- Creating material for end-users to self-serve.
- Developing skills in automation to support the broader WPT team.
- Documenting current issues and contributing towards resolution or process creation.
- Identifying areas for personal development.
- Learning a department-appropriate scripting language.
- Developing understanding of the Agile way of working.
- Assisting Business Analysts with requirements gathering.
- Performing data analysis using Looker Studio and Google Sheets.
Skills required include:
- In-depth, hands-on problem-solving expertise of user hardware, especially Apple Devices and some Windows PCs.
- Good understanding of structured cabling or Wi-Fi connectivity.
- Expertise in corporate platform and application delivery.
- Certified Diagnostic Engineer status with a primary manufacturer.
- Experience using ITSM toolsets like ServiceNow.
- Experience of IT operations support in a media, broadcast, and/or TV production environment.
- Experience working with on-shore and off-shore infrastructure/service desk teams.
Other desired qualities include:
- Passion for technology.
- Understanding of cybersecurity importance.
- Proactive and self-motivated.
- Good technical, troubleshooting, and analytical skills.
- User experience focused.
- Ability to prioritise and execute tasks in a high-pressure environment.
- Knowledge of ITIL.
- Excellent organisational, written, and verbal skills.
- Media industry experience preferred but not essential.
- Collaborative worker, able to function as part of a team and independently.
Desktop Support Analyst - FTC 6 months employer: ITV
Contact Detail:
ITV Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Desktop Support Analyst - FTC 6 months
✨Tip Number 1
Familiarise yourself with ITV's technology standards and procedures. Understanding their specific tools and systems will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of ITV, especially those in the Workplace Technology department. They can provide valuable insights into the company culture and expectations, which can be a game-changer during your application process.
✨Tip Number 3
Brush up on your troubleshooting skills, particularly with Apple devices and corporate platforms like Citrix and Google Workspace. Being able to showcase your hands-on problem-solving expertise will set you apart from other candidates.
✨Tip Number 4
Stay updated on the latest trends in technology and cybersecurity. Showing that you're proactive about learning and adapting to new technologies will resonate well with ITV's innovative spirit.
We think you need these skills to ace Desktop Support Analyst - FTC 6 months
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Desktop Support Analyst role. Focus on your problem-solving expertise with user hardware, especially Apple devices, and any experience with ITSM toolsets like ServiceNow.
Craft a Strong Cover Letter: In your cover letter, express your passion for technology and your understanding of the importance of cybersecurity. Mention specific examples of how you've successfully resolved technical issues in previous roles to demonstrate your proactive approach.
Showcase Your Technical Skills: Clearly outline your technical skills in your application. Include your hands-on experience with various hardware and software, as well as any certifications you hold, such as Certified Diagnostic Engineer status.
Highlight Collaborative Experience: Since the role requires working closely with other teams, emphasise any past experiences where you've collaborated effectively with colleagues or third-party support teams. This will show your ability to work well in a team environment.
How to prepare for a job interview at ITV
✨Show Your Technical Expertise
Be prepared to discuss your hands-on experience with user hardware, especially Apple devices and Windows PCs. Highlight specific troubleshooting scenarios you've encountered and how you resolved them, as this will demonstrate your problem-solving skills.
✨Understand ITV's Workplace Technology
Familiarise yourself with ITV's technology standards and procedures. Research the tools and systems they use, and be ready to discuss how you can contribute to their strategy and roadmap during the interview.
✨Demonstrate Communication Skills
Since the role involves regular communication with colleagues, practice explaining technical concepts in a simple, business-friendly manner. Prepare examples of how you've effectively communicated with non-technical users in the past.
✨Emphasise Collaboration
The role requires working closely with various teams. Be ready to share examples of how you've successfully collaborated with others in previous roles, particularly in high-pressure environments, to resolve issues and improve processes.
