Tech Support Analyst (IT)

TL;DR

Tech Support Analyst (IT): Providing high-quality, face-to-face first-line technical support for staff at the Osterley campus with an accent on lifecycle device management and hardware/software troubleshooting. Focus on resolving complex technical issues, escalating critical tickets to specialized teams, and maintaining a high standard of service using ITSM tools.

Location: Must be onsite in Osterley, London 5 days per week

Company

A leading media and entertainment company providing broadband, broadcast, and streaming services.

What you will do

• Deliver friendly, professional, face-to-face first-line technical support in a fast-paced environment.
• Manage the lifecycle of hardware devices for new starters and existing staff to ensure optimal performance.
• Resolve a broad spectrum of technical issues across endpoints, including hardware and software configurations.
• Collaborate with 2nd and 3rd line engineering teams to troubleshoot and escalate complex technical incidents.
• Utilize ServiceNow to document requests and proactively identify opportunities for service improvement.

Requirements

• Must be able to work onsite in Osterley 5 days per week.
• Proven experience in customer-facing technical support roles.
• Strong proficiency in supporting Apple and Windows laptop and mobile devices.
• Ability to remain calm and professional under pressure.
• Experience with ITSM tools such as ServiceNow and fundamental knowledge of Active Directory, Azure, Intune, and Cisco VPN.

Culture & Benefits

• Access to exclusive discounts on hirify.global products including hirify.global Q and hirify.global Glass.
• Comprehensive private healthcare and generous pension scheme.
• Subsidized campus facilities including restaurants, gym, and cinema.
• Supportive, disability-confident work environment with focus on inclusion.
• Opportunities for professional growth and skill development within a major media organization.