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Service Desk Analyst

Service Desk Analyst

We are currently looking for a Service Desk Analyst to join our IT team, initially on a Fixed Term Contract, to provide first & second line support of technology services to internal customers. 

You will have experience of working to agreed service levels and demonstrate a constant focus on excellence, customer service and satisfaction. You will resolve reported incidents to the customer’s satisfaction, using approved methods, tools and procedures and in accordance with internal SLA’s. You will be able to accurately diagnose, record, classify, prioritise and assign unresolved incidents in order to provide the best possible outcome for the customer, every time.

Required Skills and Experience:

  • Strong customer service and technology support focus with a desire to deliver a high-quality service.
  • Self-motivated and highly professional with ability to take ownership and responsibility.
  • Ability to multi-task, work under pressure and to tight deadlines with a constant desire to learn and improve skills and improve knowledge.
  • Fast learner who displays energy and enthusiasm with an adaptable and flexible approach to business demands.
  • A demonstrable positive, can-do attitude.
  • Providing support to users across multiple locations.
  • Ability to work under pressure and adapt to changing scenarios whilst meeting high customer expectations.
  • An inquisitive nature with required expert knowledge to diagnose and resolve root causes of issues that may come up.
  • Experience with working in an ITIL / Agile environment.
  • Excellent written and verbal communication skills.
  • Superb planning and time-management skills.
  • Will require working as part of the on-call rota and/or being contactable outside regular office hours.
  • Good experience of remote desktop technology; Microsoft RDS/Citrix
  • Experience of client-side group policy troubleshooting.
  • Experience of providing 1st line support to in-house or off the shelf business systems applications.
  • Good experience of managing and administering accounts on Exchange/Office 365, Active Directory and 3CX telephones.
  • Familiar with supporting internal bespoke applications.
  • Demonstrable experience of Windows 8 & Windows 10 Desktop and MS Office suite. Mac OS is advantageous.
  • An understanding of the Adobe creative cloud suite.
  • Experience of using IT Helpdesk/Service management tools.
  • A good understanding of management principles & practice including team development and performance management.

      Advantageous Skills:

  • Any level of System Centre administration.
  • ITIL Qualified

Contract: Fixed Term Contract

Location: Liverpool

Salary: Competetive depending on experience.

 A full copy of the job description is available on request. 

Click below to apply via our website or send a cover letter and CV to by 25th October 2019. 

We are committed to building a culturally diverse workforce and therefore encourage applications from groups that are underrepresented in the TV industry. We are committed to equality of opportunity and welcome applications from individuals, regardless of their background.