Techzone Analyst

As Techzone core analyst, you will deliver face-to-face and remote IT support across ITV offices, aiming to resolve incidents at first contact where possible. You’ll work within Workplace Technology to support colleagues, contribute to the strategy and knowledge base, and collaborate with global service teams. You’ll handle complex issues, provide clear updates, and help evolve self-service and documentation. This role offers growth in a dynamic media tech environment and exposure to automation and process improvements.

• Flexible working options
• Generous holiday allowance
• Annual bonus opportunity
• Competitive pension contribution
• Save as you earn - ITV shares
• Wellbeing and volunteering days

• Take ownership of incidents with regular progress updates to customers and manage expectations
• Maximise first-contact resolution and contribute to rapid incident resolution at the techzone
• Build knowledge of ITV technology standards and procedures
• Collaborate with on-shore/off-shore service desks to diagnose and resolve issues within SLA
• Maintain and update incident status and ensure accurate tracking
• Serve as on-site interface for third-party support teams to drive timely resolution
• Analyze recurring issues and provide root-cause and workaround recommendations
• Create and update documentation, knowledge base, and end-user self-service materials
• Support remote teams and on-site devices during incidents
• Update training materials and contribute to knowledge sharing
• Stay current with technology trends and assist in evaluating solutions
• Assist with maintenance and improvements to work instructions and processes
• Document current issues and contribute to process improvements with Operations Manager
• Develop scripting skills and learn Agile methodologies
• Support business analysts with requirements gathering and perform data analysis with Looker Studio and Google Sheets

• Certified Diagnostic Engineer status with a primary manufacturer (e.g., Apple, HP, Dell)
• Experience working with on-shore/off-shore infrastructure/service desks and meeting SLA
• Experience in media/broadcast/TV production environment is advantageous
• Ability to work independently and own customer issues
• Experience with ITSM toolsets like ServiceNow is advantageous
• Strong problem-solving skills across corporate platforms and applications (e.g., Citrix, Google Workspace, MS Office)
• Hands-on expertise with user hardware (Apple devices, Windows PCs, iPhone/iPad)
• Understanding of structured cabling or Wi‑Fi (Cisco routers/switches, WAPs) and peripheral devices
• Ability to collaborate with onsite support teams and deliver excellent end-user support
• Excellent verbal and written communication and customer service skills
• Experience with incident resolution, root-cause analysis, and documentation
• Knowledge of ITIL and prioritization in high-pressure environments
• Media industry experience preferred but not essential

• Passion for technology
• Cybersecurity awareness
• Proactive and self-motivated
• ITSM (ServiceNow)
• Citrix client
• Google Workspace apps