Onsite Desktop Support Analyst — TechZone Expert

ITV plc; Salford; On-site; GBP 28,000 - 42,000; Full time

Job summary

ITV plc, based at Media City, Manchester, is seeking a Desktop Support Analyst (Techzone Analyst) to join the Workplace Technology team. The role is on-site, 5 days a week, delivering face‑to‑face IT support to colleagues across ITV offices in the UK, with ownership of incidents from initial contact through resolution.

You will work with on‑shore and offshore teams to diagnose and resolve issues, develop knowledge of ITV technology standards, and contribute to knowledge base and training

Qualifications

• Experience delivering end-user IT support in a fast-paced environment.
• Ability to translate technical concepts into business-friendly language.
• Knowledge of ITIL concepts and best practices would be advantageous.

Responsibilities

• Provide face-to-face first and second line desktop support to colleagues on site.
• Take ownership of incidents and communicate progress to users.
• Work with on‑shore and offshore teams to diagnose and resolve issues within SLAs.
• Create and update knowledge base materials for self-service and training.
• Assist with on-site interface for third-party support teams during incident resolution.
• Support changes, updates and enhancements to work instructions and guides.

Skills

Customer service

Self-starter

Team collaboration

Problem solving

Communication

Tools

ServiceNow

Citrix

Google Workspace

MS Office

Cisco networking

Wi‑Fi

Job description

ITV plc, based at Media City, Manchester, is seeking a Desktop Support Analyst (Techzone Analyst) to join the Workplace Technology team. The role is on-site, 5 days a week, delivering face‑to‑face IT support to colleagues across ITV offices in the UK, with ownership of incidents from initial contact through resolution.

You will work with on‑shore and offshore teams to diagnose and resolve issues, develop knowledge of ITV technology standards, and contribute to knowledge base and training