Service Desk Support Associate

Contract Type: Perm, Full time

Salary: £25,000 - £35,000

Workplace: ITV White City, London - Hybrid

Closing Date: 19th September 2025

Service Desk Support Associate

Internally known as the Platform Support Associate, you will work as part of a team to provide direct support to internal and client (external) users of ITV’s addressable advertising platform Planet V, as well as a suite of internal-facing systems.

The team is responsible for fulfilling service requests and managing issues, including triage, escalation and ongoing communication with the end user. The team plays a vital coordination role during critical incidents, ensuring that technical teams and vendors are engaged and that stakeholders are kept informed. The team analyses ticket trends and works with colleagues across ITV to identify opportunities for service improvement - both in how clients and colleagues use the platform and in the platform itself. The team is also responsible for basic event monitoring, business impact analysis and operational support activities.

The Platform Support Associate will gain experience supporting different types of customers and working with a wide range of functional roles within the Commercial Technology & Change department. Your work will ultimately help users make the best use of the platforms and technologies we support. While working as part of a larger team, you will develop individual areas of responsibility and be given greater accountability as you gain experience. You will learn about the media, advertising tech, and TV trading industries, and be given the opportunity to shine in a dynamic and supportive environment.

The team

Millions of people use the products we build. We're customer focused, informed by data and have a product mindset, using state-of-the-art cloud-first technology. Iterating and evolving daily. In a fast-changing world, we not only make sure our systems work effectively but our Technology teams are spearheading the transformation to a digital-first business. There’s never been a more exciting time to join us.

As part of the Commercial Technology & Change team, your focus will be on supporting ITV's Commercial business in driving revenue streams across a wide range of systems, applications and users. When you join us, you enter a fun working environment with opportunities to learn, to grow and make a real difference.

Responsibilities:

• Act as first line of support for external and internal Commercial Technology platform and system users, responding to queries and requests as well as triaging technical issues
• Help clients get the most from the platform through the support provided, advising on best practice and highlighting solutions available;
• Conduct troubleshooting for technical issues , resolving or escalating as necessary; serve as a liaison between the user and technical escalation teams until resolution
• Provide excellent customer service, communicating in a proactive, consistent and informative manner both verbally and in written form
• Participate in an out of hours rota - responding to critical issues or proactively monitoring high profile events
• Act as Incident Manager for critical issues as required
• Help with analysis and reporting of key trends in user tickets submitted to identify user-group knowledge gaps and underlying platform issues
• Participate in process and workflow improvements, ad-hoc analysis, and conduct support operational activities to assist the team in achieving business objective
• Be proactive in providing feedback on the Commercial Technology products and services, as well as the team’s internal processes and lessons learned as we aim to continually improve

Skills you’ll need (minimum criteria)

• Proven experience providing technical or platform support in a customer-facing environment
• Strong technical troubleshooting skills with an analytical approach to problem-solving
• A service-oriented mindset, focused on delivering a great user experience
• Excellent communication skills; confident explaining technical issues clearly to both technical and non-technical users
• Self-starter mentality, able to work independently as well as thrive in a team environment
• Exposure to or hands on experience within media or advertising technologies (desirable)
• Project management experience skills (desirable)
• Experience using ticketing systems and applications to manage work tasks(desirable)

Other things we’re looking for (key criteria)

• At least 2 years’ relevant experience in a technical support, service desk, or platform support role
• Graduate, with some STEM education/experience and/or services background (desirable)
• A genuine interest in technology, with the drive to learn and develop new skills