Role summary:

The IT Support Analyst at GB News, is at the forefront of delivering exceptional technical support to our clients and to assist level 1 and triage with any issues they may be having. As a key contact with GB News outsourced support you will be key solving challenging problems, working with a range of leading technologies and making a real impact on the success of GB News.

Key responsibilities and main tasks:

• Ensure GB News teams can operate without disruption
• Taking on support issues, triaging, assigning to external vendors and escalating where needed
• Assisting with Level 1 support and providing Level 2 IT support in concert with an outsourced support vendor.
• Primary day-to-day contact with outsourced IT 2^nd and 3^rd level support.
• Work closely with technology and product teams address cross-functional IT and workflow challenges.
• Assist in the maintenance of a corporate Microsoft environment including Azure, Teams, SharePoint and Intune.
• Maintain detailed records of support requests, solutions provided, and equipment configurations.
• Understanding the need to keep customers informed, manage expectations and to keep the Triage team up to date on any new processes/Technologies.
• Day to day management of the mobile connections.
• Respond quickly to emergency situations, troubleshoot, and implement solutions to restore service.
• Other appropriate duties as required.
• Be an ambassador for GB News
• Be committed to Health and Safety requirements of self and others in the workplace
• Be committed to the equality and diversity values of GB News

What you will bring to GB News

The ideal candidate will have a can-do attitude, flexible with shifts and thrive in a fast paced environment.

• Excellent communication skills and a customer-oriented approach
• Minimum of 3 years of experience in IT support or a related field
• Strong technical support skills with a focus on IT support and software troubleshooting
• Excellent customer service and communication skills for effective help desk interactions
• Proficiency in Microsoft Office 365/Azure including MFA, Conditional Access, Account creation
• Support of full Microsoft Office Suite (all versions, including Office 365, Microsoft Azure)
• An understanding of networking including VPN, Firewall, DNS & TCP
• Knowledge of Windows Workstation, OS, and Mac OS
• Experience with HaloITSM, Mimecast, Fortinet and Jamf or similar
• An aptitude for learning new technology.
• A passion for documentation
• Logical Thinker
• Troubleshooting skills
• Any current Microsoft certifications would be beneficial
• A willingness to learn new skills.

GB News is committed to equality & diversity and welcomes applications from everyone regardless of background, origin, gender, religion, nationality, marital status, sexual orientation, or disability.

We value drive, professionalism and integrity and strive to ensure we hold ourselves and our partners to these qualities.

We’re positive thinkers with the resilience to thrive on rapid change and the strength of character to face challenges with good humour and determination.

Above all, we place people at the heart of all we do, whether it’s our audiences or each other.