Application Support Analyst - Reading

Accepting applications until: 1 June 2026

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. Whether we're in the studio, building world‑class technology, or powering outdoor advertising across the UK, we make sure we're doing it as a team.

The Role

As a Junior Application Support Analyst, you’ll support day‑to‑day operations across systems such as CRM, Planning and Fulfilment, with some exposure to Broadcasting systems. You’ll work closely with senior analysts, product teams, and end users to help resolve issues, document solutions, and ensure systems are running smoothly. If you enjoy problem‑solving, helping people, and working in a collaborative, fast‑paced environment – we’d love to hear from you.

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

• Think Big: Learn how large-scale commercial systems operate in a leading media organisation.
• Own It: Take responsibility for resolving issues and supporting users from start to finish (with guidance).
• Keep it Simple: Help translate technical issues into clear, understandable language.
• Better Together: Collaborate with teams across the business and build strong working relationships.

What Success Looks Like

In your first few months, you will have:

• 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.

What You’ll Need

Experience

• 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 8:00 am-8:00 pm, plus out-of-hours on-call support. This role will operate on a shift and on-call basis.