Techzone Analyst

Role overview

Workplace

• The role is based in ITV offices and requires five days a week in the office at MediaCity, Manchester.
• The team also provides remote support to colleagues at other sites.

Main responsibilities

• Own issues, provide progress updates and manage customer expectations.
• Resolve issues at first contact where possible and coordinate unresolved calls with support teams.
• Investigate complex and recurring problems, identify root causes, and deliver workarounds or permanent fixes.
• Maintain technical documentation, work instructions, FAQs, guides, training material and the knowledge base.
• Support priority incidents at other offices and assist remote teams with on-site device issues.
• Translate technical implementations into business-friendly explanations and demonstrate functionality.
• Contribute to process creation, self-service materials and automation for the wider team.
• Work with the Operations Manager on current issues and assist Business Analysts with requirements.

Role expectations

• The analyst is expected to provide professional, friendly first- and second-line support.
• The postholder should learn a department-appropriate scripting language and develop an understanding of Agile working.
• The role requires proactive investigation of complex problems and clear communication with colleagues and stakeholders.