Junior IT Support Analyst

at  endemol shine uk

Summary:
Job Title: Junior IT Support Analyst
Department: IT
Reporting to: Service Desk Manager
Hours: 9:30am – 6:00pm
Salary: £25,642
The Company:
Banijay stands as the largest international content producer and distributor; home to over 120 production companies across 22 territories, and a multi-genre catalogue boasting over 88,000 hours of original standout programming.
A collective of creative entrepreneurs, the group represents some of the biggest global brands including Survivor, Big Brother, Peaky Blinders, Temptation Island, MasterChef, Wallander, The Kardashians, Mr Bean, The Wall, Hunted, Black Mirror, Extreme Makeover: Home Edition and Deal or No Deal among others. Imagining and delivering high-quality multi-genre IP that was born locally and travels globally, the business offers the best stories told the best way.
Built on independence, creative freedom, entrepreneurialism and commercial acumen, the company, launched in 2008, operates under the direction of Chief Executive Officer, Marco Bassetti.
Role Summary:
The Junior IT Support Analyst (JISA) is responsible for providing proactive and effective support to the business, carrying out standard Service Desk tasks, and ensuring that all Incidents and Requests are logged, updated, and resolved in a timely manner.
The JISA will often be the first point of contact with the business, combining a clear commitment to user satisfaction and communication skills with a desire to develop personal technical and service-related skills.
The JISA must have an interest in computing and demonstrate a keen drive to widen their IT knowledge by working with colleagues, following documented procedures, and undertaking independent research and troubleshooting to resolve technical issues.
They will also be responsible for managing escalations to management, suppliers, and partners to ensure the prompt and satisfactory resolution of user support cases.
The role is based primarily at the Banijay UK main office in Shepherds Bush and may involve occasional support visits to other London-based sites or remote offices. To ensure optimal delivery of service to the business, the role requires a 37.5-hour work week, with a variable shift pattern covering 08:30am to 6pm, Monday to Friday. Some weekend and evening work will be required and scheduled in advance. The role follows a hybrid-working model, typically consisting of two days working from home and three days in the office, with the specific days rotated weekly at the manager’s discretion. Due to business requirements, additional days in the office may occasionally be necessary.
This job description indicates the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive list of all duties and responsibilities required of employees in this role. The incumbent is also expected to undertake other duties, as requested by their line manager or Head of IT, that can reasonably be deemed within the scope of their role.

Key Responsibilities:

• To provide 1st contact support via phone, email and walk–ins.
• To log incidents and service requests, and ensure users are kept informed of progress on their tickets, to achieve the highest levels of customer satisfaction.
• Resolve calls on service desk ticket management system with the appropriate level of detail and clarity.
• Work proactively to ensure prompt resolution of Incidents and Requests, or workarounds where necessary.
• Escalate Incidents to senior members of the Service Desk, Management, 3rd Line support or 3rd party suppliers as required, according to established procedures.
• Carry out daily checks reporting to line manager where necessary.
• Create, manage and maintain employee user accounts and groups.
• Build, install and configure PCs and associated peripherals, including new equipment and the redeployment of existing hardware.
• Asset Management – Ensuring that all equipment is recorded correctly in the first instance and further ensure that all equipment is logged and tracked correctly.

Key technology:

• Microsoft Office.
• Windows 10.

Additional technology:

• Windows 11.
• Mac OS and IOS.
• Active Directory.

Attributes and Behaviours:

• Excellent communication skills and telephone manner.
• Ability to follow procedures and mindful of attention to detail.
• Able to make progress with minimal supervision.
• Strong drive to learn and develop, whether through internal training or self-learning.
• Enthusiasm for a continued career in IT.
• Able to handle multiple tasks in short time frame.
• Time management, a drive to meet deadlines in the most efficient manner.
• Prioritisation of workload and tasks.
• Ability to follow documented procedures.

Company Benefits:

• 25 days of annual leave.
• Season ticket loan (following probation)
• Westfield discount card

Following 1 year of service, you will be eligible for:

• The Company Pension.
• Private Health Insurance.
• Life Insurance.
• Health Care cash plan.
• 28 days of annual leave.

Closing date: 25th October 202

• To provide 1st contact support via phone, email and walk–ins.
• To log incidents and service requests, and ensure users are kept informed of progress on their tickets, to achieve the highest levels of customer satisfaction.
• Resolve calls on service desk ticket management system with the appropriate level of detail and clarity.
• Work proactively to ensure prompt resolution of Incidents and Requests, or workarounds where necessary.
• Escalate Incidents to senior members of the Service Desk, Management, 3rd Line support or 3rd party suppliers as required, according to established procedures.
• Carry out daily checks reporting to line manager where necessary.
• Create, manage and maintain employee user accounts and groups.
• Build, install and configure PCs and associated peripherals, including new equipment and the redeployment of existing hardware.
• Asset Management – Ensuring that all equipment is recorded correctly in the first instance and further ensure that all equipment is logged and tracked correctly