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Service Desk Analyst - UKTV - London

Role Spec

Location: UKTV, Hammersmith, London (Customer Site)

Position: Full Time / Permanent

Salary: Up to £30k plus company benefits

Introduction, Scope & Purpose of the role

The Service Desk Analyst is a customer facing role, responsible for providing excellent customer service and first line on-site technical support to Circle IT’s customers at UKTV for all IT & Business System issues.

The Service Desk Analyst provides daily management of tickets generated by our proactive and reactive monitoring systems at UKTV’s site.  Troubleshooting first line technical issues is a significant responsibility of the role. 

The Service Desk Analyst endeavours to diagnose and/or resolve technical support queries in the first instance, and escalate unresolved issues to other technical teams.  All tickets are to be actioned within the specified Service Level Agreements.

The Service Desk Analyst will be required to conduct out of hours work, provide on-call services and visit Circle IT’s office as required. 

Principle Duties and Responsibilities

  • Monitoring of the What’s ON (WON) Broadcast Management System infrastructure platform hosted at Rackspace and Vistex, escalate any critical issues to the relevant supplier utilising their ticketing system

  • Providing desktop support of the Broadcast Management System What’s On to UKTV, Ericsson and TVT staff

  • User administration for new starters, movers and leavers of the What’s On Broadcast Management System

  • Upgrading the What’s On Broadcast Management System in production, development, training and UAT.

  • Responsible for assisting the customer with their questions about supported software and computing platforms to the best of his/her ability, in a customer facing, professional and courteous manner.

  • Day to day management of our proactive monitoring software.  This includes logging all related service desk tickets on our ticket logging system and dealing with them as per the service guidelines.

  • Supporting Circle IT’s internal team with tasks assigned to them.

  • Research questions using a variety of manuals and resources, and to work with other consultants, Circle IT employees, product vendors, internal technical teams at UKTV and affiliated consulting organisations in answering any of the customer’s questions.

  • Familiar with the research and information resources and knowledge bases at hand.

  • Log information on tickets received, where required and maintain detailed and accurate records.

  • Interpret instructions and issues and implement actions according to administrative policies and procedures

  • Responsible for carrying out daily checks

  • Responsible for ensuring that all incidents are logged to the appropriate quality in our call management system

  • Ensuring that our contractual SLA’s are achieved

  • Monitoring of the What’s ON (WON) infrastructure platform hosted at Rackspace and Vistex, escalate any critical issues to the relevant supplier utilising their ticketing system

  • Providing WON desktop support to UKTV, Ericsson and TVT staff

  • WON user administration for new starters, movers and leavers

  • Upgrading the WON application in production, development, training and UAT

  • Assisting internal teams in the broadcast workflow (Workorders and VOD) to ensure all broadcast media is delivered to our playout platforms

  • Monitoring ticket progress with external suppliers to ensure they are meeting SLA

  • Be a proactive member of the change management process to ensure all technical changes are implemented without impacting the live service

  • If required, provide out of hours support

  • Communicate and liaise with stakeholders, respond clearly and effectively. 

  • Establish and maintain effective working relationships with co-workers, supervisors and customers.

  • Pursue personal development of skills and knowledge necessary for the effective performance of the roleSupport other business operations as required

  • Required to occasionally visit Circle IT’s HQ in Cardiff to work and integrate into the wider team. 


About You

Qualifications, experience & knowledge

  • Experience of working within a technical customer service / IT support role (preferably in a managed services company)

  • Experience of working in a customer services role

  • Exposure to working within SLA’s (Service Level Agreements)

  • Technical IT Support experience (Desktop)

  • Experience supporting business systems

  • Demonstrable experience of working in a fast paced working environment

Skills (including technical)

  • Previously worked with and have an understanding of the following technologies:

    • Windows Operating Systems (8.1, 10)
    • Microsoft Office
    • Microsoft Office 365
    • AV Products
    • Understanding of Network principles
    • Active Directory
    • Multifunction printing/scanning
    • Previous exposure to supporting Two Factor Authentication
    • Apple product knowledge
  • Excellent customer services and communication skills

  • Excellent telephone manner and customer engagement skills

  • Practical problem solving and negotiation skills

  • Strong prioritisation and troubleshooting skills

  • Experience supporting a broadcast management system is a distinct advantage

Behaviour Skills

  • Approach - Passionate, creative, proactive, dynamic and enthusiastic.

  • Eager to learn and develop and to share knowledge with others

  • Passionate about IT and providing excellent customer service

  • Strong team work ethic

  • Work and behave in-line with Circle IT’s Values: Leadership, Support & Respect, Quality & Dedication, Passion & Innovation and Agility & Energy

Check out some of the benefits you will enjoy as part of the Circle IT Team (Click here) 

A full job description is available by request,


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Should you not hear back from us within three weeks of submitting your application, we would like to thank you for taking an interest in working at Circle IT and confirm that you were not successful at this time.  

Please note: Strictly no recruitment agencies

Introduction, scope & purpose of the role