Device Refresh Analyst
Device Refresh Analyst
Group Technology
Permanent | Full Time
Office location: White City, London | Hybrid - 2 days a week in the office
Hiring range: £28,000 - £33,000
For more information please email TalkingCareers@itv.com
Your work matters to millions.
Shaping culture is in the DNA of ITV. So, it's not surprising that you'll find us in every home in the UK, our productions are famous all over the world and we're at the forefront of the digital streaming revolution.
When you join us, you enter a fun working environment. With opportunities to learn, to grow and make a real difference. Small enough that your impact's felt in the business, but big enough that your impact reaches millions of people.
Come develop your skills, change TV and the course of your career. Don't just watch it. Be part of it. Join ITV.
Your impact sends ripples.
The role
The Devices team is responsible for delivering and evolving an excellent colleague experience across all Devices and the asset lifecycle from purchase through decommission for laptops, desktops and mobiles
Each year a refresh programme replaces the oldest Mac, Windows & iOS devices across ITV, enabling colleagues with more performant devices and an improved user experience.
The Refresh Analyst is the face of the project, responsible for conducting face to face and remote refresh appointments with ITV colleagues and larger team based rollouts to deliver an excellent experience for all.
Coordinating with the Deployment Lead and key stakeholders you will plan and prepare refresh schedules, conduct on site audits, and coordinate local logistics to ensure that new and old devices are tracked accurately.
Main responsibilities
- Deliver Device Refresh sessions to ITV colleagues throughout the UK remotely and/or in person.
- As one of the faces of the Refresh programme, deliver an excellent customer experience to ITV colleagues, enabling a smooth transition to their new device and enabling them with the latest tools, features and ways of working.
- Liaise with key stakeholders on progress, issues and opportunities
- Assist in the planning and preparation of the Refresh programme including:
- User communication
- On site audits
- Asset tracking and assignment
- Device preparation and transportation packing.
- Providing continuous feedback through the process and suggesting improvements to the process to the Product team
- Assist users in preparing to transition to their new device and operating system including:
- Data transfer (Limited)
- Location of applications & services
- Connecting to networks, drives & printers
- Overview of the changes in the operating system.
- Problem resolution during sessions
- Asset storage and logistics.
- Work with suppliers to ensure stock availability.
- Understand the needs of the users and provide support and guidance on the tools and education materials available.
Skills you'll need (minimum criteria)
- Previous customer facing experience
- Experience with Mac, iOS and Windows operating systems to an advanced user level would be an advantage
- Experience of hardware or software deployments across a business is beneficial.
- Familiarity with G-Suite applications
- Experience of working within the media industry
- Microsoft technology Associate (or similar) - desirable
- Apple Certified Support Professional (ACSP) (or similar) - desirable
Other things we're looking for (key criteria)
- Engaging, outgoing and personable with users to make them feel at ease throughout their Refresh experience.
- Excellent organisational skills to stay on top of logistics, receiving and shipping devices back to deployment lead and managing stock across multiple locations.
- Strong communication skills. Able to convey technical information in non-technical terms.
- Good general technical experience for Mac, iOS and Windows operating systems.
- Flexible and able to adapt to changing circumstances, including travel to other ITV sites and changeable appointments at short notice.
Able to own and proactively manage any issues that arise during a colleague's Refresh experience, working with the right teams to ensure a timely resolution. - Self-motivated and driven to achieve results.
ITV is for everyone.
ITV strongly encourages applications for this role from disabled people. As a Disability Confident Leader, if you meet the minimum criteria for a role and you have declared that you are disabled, we'll guarantee to take you to the next stage* (minimum criteria above).
We're happy to discuss any support/personalisation you may need during our application and selection process as part of our reasonable adjustments. Drop us a line if you require anything at talkingcareers@itv.com.
Find out more about applying with a disability.
* There may be a few exceptions where we are not able to take all eligible candidates to the next stage due to the volume of applications.
Because those who make an impact deserve to be rewarded for it.
ITV offers some great rewards and benefits including
- Flexible working with a range of options to suit everyone
- Generous holiday allowance, plus you can buy more
- Annual bonus opportunity
- Competitive pension contribution
- Save as you earn - with an opportunity to buy ITV shares
- Wellbeing and volunteering days plus a wide range of opportunities to help you live a balanced and healthy life
Closing date: 24th February 2025
Please note, on occasion we may receive a very large volume of applications which means applications for a role may close earlier than the referenced closing date. We'd encourage you to apply as soon as possible if interested.]]>