Desktop Support Analyst
Posted 3 days ago by ITV
£40,000 Per year
Undetermined
Onsite
Leeds, England, United Kingdom
Summary: The Desktop Support Analyst role at ITV involves providing first and second line technical support to colleagues in a professional manner, primarily through face-to-face interactions at the office. The position requires ownership of issues, proactive problem-solving, and collaboration with various technical teams to ensure efficient resolution of incidents. This role offers opportunities for personal growth within the Workplace Technology department, which is focused on innovation and effective tools for employees. The successful candidate will be a self-starter with a passion for technology and a commitment to excellent user experience.
Key Responsibilities:
- Take ownership of issues and provide regular communication of progress to customers.
- Maximise issue resolution at first point of contact in the Techzone.
- Develop comprehensive knowledge of ITV's technology standards and procedures.
- Work closely with on-shore and off-shore infrastructure/service desk teams for second line support.
- Ensure outstanding calls are regularly updated to reflect their status.
- Act as on-site interface for key third-party support teams for incident resolution.
- Investigate causes and provide analysis of recurring problems.
- Create standard documentation on problem resolution and update the technical knowledge base.
- Identify appropriate solutions to resolve service incidents and requests.
- Assist remote support teams with incident resolution for onsite devices.
- Update online familiarisation, FAQs, and training material.
- Support maintenance, updates, and enhancements to work instructions.
- Remotely support priority incidents at other ITV offices.
- Translate technical implementations into business-friendly explanations.
- Encourage feedback from stakeholders and peers.
- Contribute towards documentation and process creation.
- Create material for end-user self-service.
- Develop skills in automation to support the broader WPT team.
- Work with the Operations Manager to document current issues and contribute towards resolution.
- Learn a department-appropriate scripting language.
- Assist Business Analysts with requirements gathering.
- Perform data analysis using Looker Studio and Google Sheets.
Key Skills:
- In-depth problem-solving expertise with user hardware, especially Apple devices and Windows PCs.
- Good understanding of structured cabling or Wi-Fi connectivity.
- Expertise in corporate platform and application delivery (e.g., Citrix, Google Workspace, MS Office).
- Certified Diagnostic Engineer status with a primary manufacturer (e.g., Apple, HP, Dell).
- Experience using ITSM toolsets like ServiceNow.
- Experience in IT operations support in media, broadcast, or TV production environments.
- Passionate about technology and understanding of cybersecurity importance.
- Proactive, self-motivated with strong technical, troubleshooting, and analytical skills.
- User experience focused with excellent organisational skills.
- Excellent written and verbal communication skills.
- Collaborative worker, able to function as part of a team and independently.
Salary (Rate): £40,000 yearly
City: Leeds
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Contract Type: Perm, Full Time
Salary: £35,000 to £40,000
Workplace: Leeds - 5 days a week in the office - Monday to Friday.
Closing Date: 30th March 2026
The tea m ITV is the biggest commercial television network in the UK. Behind every famous face, there are hundreds of others, all doing their bit to make things happen. We love telly, we’re passionate about content and most importantly we understand our audiences. As a growing international company, we’re commercially minded and have a global focus. We’re all about pushing the boundaries and being innovativ e.
Workplace Technology is a pivotal department within ITV, they provide us with all the tools to do our jobs efficiently and successfully. The department is forever innovating to ensure that ITV employees have the best systems and tools availab le. The role will require you to work collaboratively with other Workplace Technology teams to resolve incidents and deliver on requests. You will be brought on the journey to deliver the Workplace Technology strategy and roadmap which will provide ample opportunity for your own personal growth and development. This will represent a great opportunity for someone looking to take the next step with their career.
The role
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 res olved. The TechZone team will also regularly support colleagues who are not on their site, providing the same levels of support re motely.
The successful applicant will be required to respond to complex problems by proactively investigating root cause, whilst if necessary delivering workaround for business continuity and ultimately a permanent resolution.
The main responsibilit ies are:
- Take ownership of the issue and provide regular communication of the progress of investigations and planned solutions to customers, whilst managing their level of exp ectation.
- Drive to maximise issue resolution at first point of contact in the “t echzone”.
- The role holder would be expected to develop a comprehensive knowledge of the ITVs technology standards and pr ocedures.
- 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 thei r status.
- On-site interface for key third parties support teams for incident re solution.
- Work collaboratively with other on site technical supp ort 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 eva luations.
- Support maintenance, updates and enhancements to work inst ructions.
- 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 re solution.
- Able to translate technical implementations into business friendly explanations and to demo funct ionality.
- Encourage and foster feedback from stakeholders a nd peers.
- Contribute towards documentation and process creation.
- Create material to allow end-users to se lf-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 g athering.
- Perform data analysis using Looker Studio and Googl e Sheets.
Skills yo u’ll need (minimum criteria)
- 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 peripher al devices.
- A good understanding of structured cabling or Wi-Fi connectivity e.g. Cisco routers, switches, Wireless Access Points (WAP) and manag ed cabling.
- In-depth, hands on ‘problem solving’ expertise in a corporate platform and application delivery. e.g. Citrix client, Google Workspace applications and MS Of fice suite.
- Certified Diagnostic Engineer status with a primary manufacturer e.g. Apple, HP, Dell, etc.
- Experience using ITSM toolsets like ServiceNow would be ad vantageous.
- Experience of IT operations support in a media, broadcast and/or TV production environment ad vantageous.
- 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.
Other things we’re looking for (k ey criteria)
- Passionate abo ut technology
- Understanding of the importance of cybersecurity
- Proactive, s elf motivated
- Good technical, troubleshooting and anal ytical skills
- User exper ience focused
- Demonstrable ability to effectively prioritise and execute tasks in a high-pressure environmen t is crucial.
- Kno wledge of ITIL
- Excellent organisa tional 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 i ndependently.