Digital Support Analyst

Location:Greater London
Job Type:Full Time
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Job Description


Global is one of the world’s leading Media & Entertainment groups. As the UK’s largest commercial radio company, Global reaches more than 32 million people every week including 25 million on the radio alone through its respected media brands; Capital, Heart, Classic FM, Smooth, LBC, Radio X, Capital XTRA and Gold. Global recently moved into outdoor advertising following the major acquisitions of Primesight, Outdoor Plus and Exterion Media. With over 250,000 outdoor advertising points, Global is one of the largest outdoor advertising companies in Europe.

The Role….

The purpose of this role is to support the digital advertising estate by:

  • Monitoring estate and campaigns for potential issues and completing daily checks.
  • Raising, investigating and resolving incidents.
  • Maintaining asset register.
  • Planning and implementing operational changes.
  • This role is also expected to work a regular night shift pattern from home.

Role & Responsibilities

Responsible for monitoring digital estate:

  • Actively monitor the health of the digital estate.
  • Identifying and creating incident tickets on ITSM tool.

Responsible for 2nd line incident management:

  • Investigating incidents and maintaining up to date ticket history.
  • Escalating incidents to 3rd line vendor support.
  • Answering support telephone and assisting 3rd line support.
  • Identify and order parts from approved suppliers where required.
  • Resolving incidents and closing incident tickets.

Responsible for Problem Management:

  • Identifying problems and creating problem tickets on ITSM tool.
  • Identifying and implementing fixes in line with change management process.
  • Resolving problems and documenting fixes and workaround in full technical detail.

Change Management:

  • Creating and planning changes on ITSM tool.
  • Implementing change in line with scheduled change windows.
  • Maintaining up to date change history.


  • This role is also expected to work a regular night shift pattern from home.
  • undertake any other duties commensurate with the nature of the role, at the discretion of line management.

Key Skills & Experience


  • 2+ years supporting the Microsoft Windows desktop environment.
  • 1+ years using remote management tools (e.g. MS terminal service, VNC).
  • 1+ years working within an ITIL environment.
  • 1+ years working with an ITSM tool.
  • Experience working in a customer facing environment and ability to prioritise based on impact.


  • Experience using Broadsign or similar content advertising industry CMS.
  • Experience using Service now.
  • Experience using remote OS and software deployment tools.
  • PowerShell.
  • Object Orientated Programming.



  • BTEC National Diploma or equivalent level 3 qualification in IT or higher.
  • Microsoft Exam: Installing & Configuring Windows 10, Server 2008 or later.


  • ITIL Foundation.