{"id":3149900,"url":"https://alion.io/job/itv-techzone-analyst","title":"Techzone Analyst","company":{"id":18472,"name":"ITV","domain":"itv.com","url":"https://alion.io/company/itv-news","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":100,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":15,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Salford, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":47000,"max_usd":97000,"period":"year","method":"role_country_seniority_unknown","sample_n":276},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Google Sheets","optional":false},{"name":"Google Workspace","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Looker","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-23T08:49:38Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-11-04T07:57:06Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"Workplace: Media City, Manchester - In office 5 days a week\nThe Team\nITV 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.\nWorkplace 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.\nThe 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\nWorkplace 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.\nThe role\nThe 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\nmanner; 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.\nThe TechZone team will also regularly support colleagues who are not on their site, providing the same levels of support remotely.\nThe 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.\nMain responsibilities\nTake ownership of issues and provide regular communication of the progress of investigations and planned solutions to customers, whilst managing their level of expectation.\nDrive to maximise issue resolution at first point of contact in the “techzone”.\nDevelop a comprehensive knowledge of the ITVs technology standards and procedures.\nWorking 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.\nOn-site interface for key third parties support teams for incident resolution.\nInvestigate cause and take responsibility to provide analysis of reported recurring or persistent problems.\nCreate standard documentation on problem resolution, fixes and updating the technical knowledge base, liaising with the service desk and other teams as required.\nIdentify appropriate solutions to resolve service incidents and requests.\nAssist remote support teams with incident resolution for any onsite devices.\nUpdate online familiarisation, FAQ’ and “how to” guides and training material.\nKeep abreast of trends in technology and its application to understand current best practice, possible alternative solutions and to support technical evaluations.\nSupport maintenance, updates and enhancements to work instructions.\nRemotely support “priority” incidents at other ITV offices as part of an enhanced priority support channel.\nTake ownership of incidents and see them through to completion with assistance from other members of the team.\nTroubleshoot, support and provide information to assist in incident resolution.\nAble to translate technical implementations into business friendly explanations and to demo functionality.\nEncourage and foster feedback from stakeholders and peers.\nContribute towards documentation and process creation.\nCreate material to allow end-users to self-serve.\nDevelop skills in automation to support the broader WPT team.\nWork with the Operations Manager to document current issues and contribute towards resolution or process creation.\nIdentify areas for personal development which will contribute towards the overall success of the team.\nLearn a department appropriate scripting language.\nDevelop understanding of the Agile way of working.\nAssist the Business Analysts with requirements gathering.\nPerform data analysis using Looker Studio and Google Sheets..\nSkills you’ll need (minimum criteria)\nCertified Diagnostic Engineer status with a primary manufacturer e.g. Apple, HP, Dell, etc.\nExperience 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.\nExperience of IT operations support in a media, broadcast and/or TV production environment advantageous.\nAbility to work independently, be a self-starter and own customer issues.\nExperience using ITSM toolsets like ServiceNow would be advantageous.\nIn-depth, hands on ‘problem solving’ expertise in a corporate platform and application delivery. e.g. Citrix client, Google Workspace applications and MS Office suite.\nIn-depth, hands on ‘problem solving’ expertise of a wide variety of user hardware. e.g. Apple Devices and Windows PCs including desktops, laptops, iPhones, iPads, \nA good understanding of structured cabling or Wi-Fi connectivity e.g. Cisco routers, switches, Wireless Access Points (WAP) and managed cabling.\nMulti-Function Printers (MFP) and other peripheral devices.\nThe ability to work collaboratively with other on site technical support teams\nExperience of providing direct end user support with exceptional customer service skills.\nOther things we’re looking for (key criteria)\nPassionate about technology.\nUnderstanding of the importance of cybersecurity.\nProactive, self motivated.\nUser experience focused.\nDemonstrable ability to effectively prioritise and execute tasks in a high-pressure environment is crucial.\nKnowledge of ITIL\nExcellent organisational skills\nExcellent written and verbal skills\nMedia industry experience preferred but not essential.\nGood technical, troubleshooting and analytical 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