Tech Support Analyst (tech Bar)

Tech Central Support Role

We believe in better. And we make it happen. Better content. Better products. And better careers.

Working in Tech, Product or Data at Sky is about building the next and the new. From broadband to broadcast, streaming to mobile, SkyQ to Sky Glass, we never stand still. We optimise and innovate.

We turn big ideas into the products, content and services millions of people love.

And we do it all right here at Sky.

Tech Central is a highly successful support service that offers a face to face experience for users based in Osterley to discuss and resolve their IT issues on site and as efficiently and quickly as possible, allowing colleagues to get back to work.

This role will be onsite, based in Osterley 5 days per week.

What You'll Do

• Provide friendly and welcoming first-line tech support, face-to-face in a high pressured customer facing role
• Support Sky staff with their new starter requirements and lifecycle management of their device to provide them with the most efficient tool for their role
• Engage with 2nd and 3rd line colleagues to escalate issues and work through defined and time framed options, taking ownership of the process to deliver a solution.
• Resolve a wide range of technical issues across all user end points from a hardware and software perspective, providing a clear and concise path to resolution

What You'll Bring

• A confident and professional personality that is able to remain calm under pressure to resolve issues quickly
• Experience working at a customer support level and within Sky would be an advantage
• Experience of supporting Apple and Windows laptop and mobile devices
• Ability to escalate issues to 2nd and 3rd line teams quickly and with clear instructions to resolve any urgent issues
• You will be a good team player, reliable, accurate, consistent, and conscientious
• Experience with Service Now and the willingness to look for continual ways to improve the service
• An expectation that these services and functions will be part of the learning profile, Active Directory, SCCM, Azure, Intune, Citrix, Cisco VPN, Jamf

The Rewards

There's one thing people can't stop talking about when it comes to #LifeAtSky: the perks. Here's a taster:

• Sky Q, for the TV you love all in one place
• The magic of Sky Glass at an exclusive rate
• A generous pension package
• Private healthcare
• Discounted mobile and broadband
• A wide range of Sky VIP rewards and experiences

Inclusion & How You'll Work

We are a Disability Confident Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all, and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can.

Your office space:

Osterley:

Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There's also plenty of bike shelters and showers.

On campus, you'll find 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed and even get pampered at our beauty salon.

We'd Love To Hear From You

Inventive, forward-thinking minds come together to work in Tech, Product and Data at Sky. It's a place where you can explore what if, how far, and what next.

But better doesn't stop at what we do, it's how we do it, too. We embrace each other's differences. We support our community and contribute to a sustainable future for our business and the planet.

If you believe in better, we'll back you all the way.

Just so you know: if your application is successful, we'll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.