TechZone Desktop Support Analyst — In-Office Role

Deaf Unity; Salford; Sur place; GBP 32 000 - 42 000; Plein temps

Résumé du poste

ITV is seeking a Desktop Support Analyst (Techzone Analyst) to join the Workplace Technology team. Based in Manchester, you will deliver face-to-face and remote first/second line support for colleagues across the UK, resolving incidents, providing timely updates, and contributing to problem resolution and knowledge base maintenance.

You will work with on-site and remote teams, translate technical details into business terms, and develop skills through automation and process improvements within

Qualifications

• Certified Diagnostic Engineer status with a primary manufacturer (e.g., Apple, HP, Dell, etc.).
• Experience coordinating with on-shore and off-shore infrastructure/service desk teams within SLA.
• Experience in IT operations support in media, broadcast and/or TV production environments is advantageous.
• Ability to work independently, be self-starting and own customer issues.
• Familiarity with ITSM toolsets like ServiceNow is advantageous.
• Strong problem-solving across corporate platforms and applications (e.g., Citrix, Google Workspace, MS Office).
• Experience with user hardware (Apple devices, Windows PCs, mobile devices).
• Good understanding of cabling or Wi-Fi (Cisco routers, switches, WAPs).
• Experience delivering end-user support with excellent customer service.

Responsabilités

• Take ownership of issues and provide regular updates to customers until resolution.
• Maximise resolution at first point of contact where possible.
• Develop knowledge of ITV technology standards and procedures.
• Collaborate with on-shore/off-shore teams to provide second-line support within SLA.
• Provide on-site interface for third-party support teams for incident resolution.
• Create documentation on problem resolution and update knowledge base.
• Support remote colleagues with incident resolution for onsite devices.
• Translate technical implementations into business-friendly explanations and demos.

Connaissances

Certified Diagnostic Engineer

IT operations support

ITSM tools (ServiceNow)

Google Workspace

Citrix client

MS Office

Wi-Fi & networking basics

End user support

Outils

ServiceNow

Google Workspace

Citrix

Looker Studio

Microsoft Office

Description du poste

ITV is seeking a Desktop Support Analyst (Techzone Analyst) to join the Workplace Technology team. Based in Manchester, you will deliver face-to-face and remote first/second line support for colleagues across the UK, resolving incidents, providing timely updates, and contributing to problem resolution and knowledge base maintenance.

You will work with on-site and remote teams, translate technical details into business terms, and develop skills through automation and process improvements within