Service Desk Analyst


Position: Location: Salary: Ref: Type:
Service Desk Analyst Negotiable 210 Permanent
Service Desk Analyst
We have partnered with a well-known multinational sporting organisation who are looking for a Service Desk Analyst to join their support team. Outstanding learning and development opportunity for a passionate support analyst who wants to hone their technical skills specifically in a cloud environment while being in a role where you make a difference. This role will report directly to the Head of Technology Operations, learning from them and the surrounding team to become an expert on their systems.
Your day to day:
  • Providing first/second-level support to employees for their IT needs in a friendly, customer-oriented manner.
  • You will provide support for desktops, laptops, VC units, AV, iPads/iPhones, the entire MS Office Suite, Intune and several internally developed applications.
  • Analysis of call logs to discover any underlying issues or trends.
  • Conduct remote troubleshooting.
  • Follow up with clients to ensure their systems are functional.
  • Testing and evaluating new technology.
  • Helping to create technical documentation and manuals.
  • Following instructions, either written or in diagram form, to set up a system or fix a fault.
  • Understanding users’ technical needs and troubleshooting their issues in a clear, jargon-free manner - resolving where possible and reassigning to 2nd-level support teams where necessary.
  • Logging, tracking, prioritising, and ownership of all contacts received at the Service Desk, ensuring the completeness and accuracy of the information captured.
  • Responsible for timely follow-up on outstanding tickets and escalating issues through departmental procedures when required.
  • Collaborating with other business support teams and vendors to help identify common problems, developing and maintaining solutions within the knowledge base.
  • Information sharing with other Service Desk team members, to assist each other and to continuously set a higher standard with the level of support provided.
  • Participate in focus groups and/or pilots for the onboarding of new products and services with the Support Services team, providing feedback from both a user and support perspective.
  • Availability to provide Service Desk backup in situations including absence cover, BCP and rollouts.
  • Onboarding new staff, including presenting in induction meetings.
  • Roll out patching to the laptop estate.
Experience required:
  • 2-3 years’ experience in a Service Desk, or Helpdesk role.
  • Proficient in supporting the entire MS Office Suite, ideally with some Azure or AWS support experience.
  • Experience working in collaboration with other teams to deliver end-to-end user support.
  • Strong motivation to learn new skills and technologies.
  • Excellent communication skills.
What our client offers:
  • Opportunity to join a global sporting organisation.
  • As an integral part of the technology team, you will have lots of opportunities for learning and development.
  • Competitive salary, with some amazing benefits on offer, especially if you’re a sports fan.