Techzone Analyst

About the role

ITV's Workplace Technology department provides the tools and systems that enable its staff to work efficiently. The Techzone Analyst works in the ITV hub offices across the UK, offering face-to-face technical troubleshooting and a drop-in fix service for colleagues on site, and also supports colleagues remotely. The role is based in Media City, Manchester, five days a week, full time, with a salary of £35,000 to £40,000.

Key responsibilities

• Provide first and second line support, aiming to fix issues at first contact and taking ownership of unresolved ones until resolved
• Investigate root causes of complex problems, deliver workarounds for business continuity and create standard documentation and technical knowledge base entries
• Work with onshore and offshore infrastructure and service desk teams to resolve incidents in line with service level agreements
• Support remote teams with incident resolution for onsite devices and help with priority incidents at other ITV offices
• Update FAQs, "how to" guides and training material, and develop user self-service material
• Learn a department-appropriate scripting language, develop automation skills and learn Agile ways of working
• Assist Business Analysts with requirements gathering and perform data analysis using Looker Studio and Google Sheets

Required profile

• Certified Diagnostic Engineer status with a primary manufacturer such as Apple, HP or Dell
• Experience supporting desktop, server or network operating systems within SLAs, and IT operations support in a media, broadcast or TV production environment is advantageous
• Ability to work independently, prioritise under pressure and provide excellent customer service
• Knowledge of ITIL and good written and verbal skills
• Media industry experience preferred but not essential

Required skills

• Hands-on troubleshooting of user hardware such as Apple devices, Windows PCs, iPhones and iPads
• Structured cabling, Wi-Fi and Cisco routers, switches and wireless access points
• Multifunction printers and peripherals
• ITSM toolsets such as ServiceNow (advantageous)
• Problem-solving expertise in platforms such as Citrix, Google Workspace and Microsoft Office