Techzone Analyst

Job-:
Technology

Location:

Manchester, Greater Manchester, United Kingdom;
United Kingdom Workplace:
On-site

Schedule:

Full time Posted:
Closes:
Workplace:
Media City, Manchester - In office 5 days a week

The TeamITV 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 innovative.

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 available.

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.

We are looking for a self starter who will have the drive and passion to reach new heights.

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 resolved.

The Tech Zone team will also regularly support colleagues who are not on their site, providing the same levels of support remotely.

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.

Main responsibilities

Take ownership of issues and provide regular communication of the progress of investigations and planned solutions to customers, whilst managing their level of expectation.

Drive to maximise issue resolution at first point of contact in the “techzone”.Develop a comprehensive knowledge of the ITVs technology standards and procedures.

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 their status.

On-site interface for key third parties support teams for incident resolution.

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 evaluations.

Support maintenance, updates and enhancements to work instructions.

Remotel…