Stakeholder Responsibilities

• Provide clear, courteous, and timely updates to employees, managing expectations throughout each request or incident.
• Work closely with Technology and Operations, Product, Broadcast Technology, HR, Finance, and other teams to resolve cross-functional technology and workflow issues.
• Coordinate effectively with external support providers, software vendors, telecommunications suppliers, and equipment partners on troubleshooting, requests, and escalations.
• Communicate planned changes, outages, and new processes clearly, and contribute to knowledge sharing through practical guidance and well-maintained support documentation.

Commercial / Budget Responsibilities

• Support the cost-effective procurement, allocation, and lifecycle management of IT hardware, software licenses, mobile connections, and related services.
• Maintain accurate device, license, and service records, assist with invoice or supplier queries, and help prevent unnecessary cost or continued charges for inactive users.

Administrative, Compliance, and Reporting Responsibilities

• Maintain complete and accurate records of support requests, diagnostic activity, resolutions, escalations, and user communications within the IT service management system.
• Maintain current asset, configuration, mobile connection, and equipment-allocation records, together with clear user guides, technical notes, and knowledge-base articles.
• Follow Company information-security, data-protection, acceptable-use, and access-control requirements, applying appropriate confidentiality and least-privilege principles.
• Support software deployment, security updates, device compliance, and routine endpoint controls in accordance with approved procedures.
• Report significant incidents, suspected security concerns, recurring issues, and operational risks promptly, and provide service information on trends, assets, and supplier performance when requested.

Key Deliverables / Success Measures

• Employees receive responsive, accurate, and customer-focused IT support, with requests progressed within agreed priorities and service levels.
• Priority incidents are escalated promptly, communicated clearly, and restored with minimal avoidable disruption.
• New starters, role changes, and leavers are supported accurately and on time, with equipment and access managed in line with approved instructions.
• IT asset, mobile connection, account, and support records remain accurate, current, auditable, and compliant with Company security requirements.
• External support providers are actively managed through to resolution, while recurring issues are reduced through effective documentation and process improvement.

Person Specification

Essential Criteria

• At least three years’ practical experience in an IT support, service desk, or desktop support role, ideally within a fast-paced and operationally demanding environment.
• Strong first and second-line troubleshooting capability across end-user hardware, software, accounts, mobile devices, connectivity, and workplace technology.
• Hands-on experience supporting Microsoft 365 and Azure / Entra ID environments, including account administration, multi-factor authentication, conditional access, and Microsoft Intune.
• Experience supporting Windows workstations and macOS devices, including device configuration, deployment, patching, and endpoint management.
• Good understanding of networking fundamentals, including VPN, firewalls, DNS, Wi-Fi, and TCP/IP.
• Experience using an IT service management or ticketing platform and maintaining accurate support records and documentation.
• Strong customer-service and communication skills, with the ability to explain technical information clearly to users with different levels of technical knowledge.
• Ability to prioritise competing requests, use sound judgement, and remain calm during urgent issues, with a strong commitment to information security and confidentiality.

Desirable Criteria

• Experience using HaloITSM, Mimecast, Fortinet, Jamf, or comparable platforms.
• Relevant Microsoft, ITIL, or other recognised technical certification.
• Experience supporting technology within broadcast, media, production, newsroom, or another time-critical environment.
• Experience supporting meeting-room or audiovisual technology and coordinating outsourced support partners or managed service providers.

Personal Attributes

• Proactive, approachable, and genuinely motivated to help users resolve technology issues.
• Logical, methodical, and solutions-focused, with strong diagnostic and problem-solving ability.
• Highly organised, accountable, and able to manage competing priorities through to completion.
• Resilient, adaptable, and curious, with a commitment to learning new technologies and ways of working.

GB News Expectations

• Be an ambassador for GB News.
• Be committed to the health and safety requirements of self and others in the workplace.
• Be committed to the equality and diversity values of GB News.
• Demonstrate drive, professionalism, and integrity, and undertake other appropriate duties reasonably required in line with the role.