Desktop Support Analyst Job at ITV Jobs (Leeds)

Desktop Support Analyst

ITV Jobs

Location:
United Kingdom , Leeds

Category:
IT - Administration

Contract Type:
Not provided

Salary:

35000.00 - 40000.00 GBP / Year

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Job Description:

The Techzone core analyst works in the ITV hub offices across the UK. They provide a face to face technical troubleshooting and fix service as a drop-in facility for colleagues on site. This role is to provide first and second line support directly to colleagues in a professional and friendly manner; the key aim being to provide a fix to the issue at initial contact and failing that, take ownership of the issue and work with the relevant support channels whilst maintaining regular communications with the colleague until resolved. The TechZone team will also regularly support colleagues who are not on their site, providing the same levels of support remotely.

Job Responsibility:

Take ownership of the issue and provide regular communication of the progress of investigations and planned solutions to customers, whilst managing their level of expectation
Drive to maximise issue resolution at first point of contact in the “techzone”
The role holder would be expected to develop a comprehensive knowledge of the ITVs technology standards and procedures
Working closely with the on-shore and off-shore infrastructure/service desk teams to provide second line technical support, ensuring assigned calls are responded to, diagnosed and resolved swiftly and effectively in line with operational and service level agreements. Ensure outstanding calls are regularly updated to reflect their status
On-site interface for key third parties support teams for incident resolution
Work collaboratively with other on site technical support teams
Investigate cause and take responsibility to provide analysis of reported recurring or persistent problems
Create standard documentation on problem resolution, fixes and updating the technical knowledge base, liaising with the service desk and other teams as required
Identify appropriate solutions to resolve service incidents and requests
Assist remote support teams with incident resolution for any onsite devices
Update online familiarisation, FAQ’ and “how to” guides and training material
Keep abreast of trends in technology and its application to understand current best practice, possible alternative solutions and to support technical evaluations
Support maintenance, updates and enhancements to work instructions
Remotely support “priority” incidents at other ITV offices as part of an enhanced priority support channel
Take ownership of incidents and see them through to completion with assistance from other members of the team
Troubleshoot, support and provide information to assist in incident resolution
Able to translate technical implementations into business friendly explanations and to demo functionality
Encourage and foster feedback from stakeholders and peers
Contribute towards documentation and process creation
Create material to allow end-users to self-serve
Develop skills in automation to support the broader WPT team
Work with the Operations Manager to document current issues and contribute towards resolution or process creation
Identify areas for personal development which will contribute towards the overall success of the team
Learn a department appropriate scripting language
Develop understanding of the Agile way of working
Assist the Business Analysts with requirements gathering
Perform data analysis using Looker Studio and Google Sheets

Requirements:

In-depth, hands on ‘problem solving’ expertise of a wide variety of user hardware especially Apple Devices and some Windows PCs including desktops, laptops, iPhones, iPads, Multi-Function Printers (MFP) and other peripheral devices
A good understanding of structured cabling or Wi-Fi connectivity e.g. Cisco routers, switches, Wireless Access Points (WAP) and managed cabling
In-depth, hands on ‘problem solving’ expertise in a corporate platform and application delivery. e.g. Citrix client, Google Workspace applications and MS Office suite
Certified Diagnostic Engineer status with a primary manufacturer e.g. Apple, HP, Dell, etc.
Experience using ITSM toolsets like ServiceNow would be advantageous
Experience of IT operations support in a media, broadcast and/or TV production environment advantageous
Experience of working with on-shore and off-shore infrastructure/service desk teams for problems that affect the desktop, server or network operating systems within SLA

Nice to have:

Passionate about technology
Understanding of the importance of cybersecurity
Proactive, self motivated
Good technical, troubleshooting and analytical skills
User experience focused
Demonstrable ability to effectively prioritise and execute tasks in a high-pressure environment is crucial
Knowledge of ITIL
Excellent organisational skills
Excellent written and verbal skills
Media industry experience preferred but not essential
Collaborative worker, able to function as part of a team, as well as work on tasks independently

What we offer:

Flexible working with a range of options
Generous holiday allowance, plus you can buy more
Annual bonus opportunity
Competitive pension contribution
Save as you earn - with an opportunity to buy ITV shares
Wellbeing and volunteering days plus a wide range of opportunities to help you live a balanced and healthy life

Additional Information:

Job Posted:
March 20, 2026

Expiration:
March 30, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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