IT Service Desk Analyst

Formula One Management Limited; Biggin Hill; On-site; GBP 26,000 - 35,000; Full time

Benefits offered by this job

Private Healthcare scheme

Dental Care

4 x Grand Prix Paddock passes per se

Enhanced maternity/paternity leave and

Free staff shuttle service

Free healthy snacks

Subsidised canteen in Biggin Hill

25 days annual leave and 8 BankHoliday

In-house Learning and Development

Discount on F1 merchandise

Discount at F1’s experiences including

Perkbox benefit portal and more

Job summary

Formula One Management Limited in Biggin Hill is seeking an IT Service Desk Analyst to join our IT Infrastructure Team. As the first point of contact for IT requests and incidents, you will ensure accurate logging in Jira Service Desk and deliver high-level customer service across locations.

You will handle onboarding, password changes, device provisioning, and basic troubleshooting, while maintaining IT policy compliance and documentation to support business continuity across the Formula 1

Qualifications

• Minimum 1 year experience working on a IT Service Desk or similar.
• Experience working with Active Directory
• Office 365 experience
• Azure experience
• Experience with MacBook and Windows laptops

Responsibilities

• Answer incoming calls/ emails to the service desk and log in Jira Service Desk.
• Be aware of location support analysts and assign/reassign jobs as needed.
• Follow up on calls through to resolution and communicate progress.
• Provide first‑level support for account lockouts, password changes and basic IT requests.
• Create new user accounts and manage mobile devices and procurement records.
• Liaise with third‑party suppliers to procure hardware and software.
• Maintain IT infrastructure documentation and ensure SOX/GDPR compliance.

Skills

IT Service Desk

Active Directory

Office 365

Azure

Mac & Windows laptops

Education

A Levels or Equivalent

Tools

Jira Service Desk

Procurement system

Job description

Are you ready to make your mark in the world of Formula 1? At Formula 1, we are passionate about delivering the world’s greatest sports and entertainment spectacle leaving a positive legacy wherever we race. Innovation has always been at the heart of what we do ever since our first Grand Prix in 1950. Now, more than 75 years on, the sport remains a pioneer, developing technologies that have made a significant impact on society beyond the track. Everything you see on screen or at an event comes via our passionate and dedicated people. Whether its engineering, broadcast, legal, logistics, security, event management, commercial, media rights, marketing, or communications there is always a talented team working to maximise the potential of the sport.

Role Overview:

We have an exciting opportunity for an IT Service Desk Analyst to join our IT Infrastructure Team, reporting into our IT Services Manager. As the first point of contact for IT requests and incidents within F1, working in a small, close‑knit team, you will ensure all jobs are logged to the correct team and deliver high‑level customer service.

Main Duties and Responsibilities:

• Answer incoming calls/ emails to the service desk, logging all calls into Jira Service Desk, and assigning them to relevant team.
• Be aware of which location support analysts are working from– assign and reassign jobs as appropriate.
• Ensure logged jobs are reviewed and maintained, know when to reassign or escal…
• Follow up on calls and see through to resolution.
• Liaise with users, offer support over the phone with first level issues, i.e. account lockouts, password changes, and basic IT requests.
• Triaging tickets, gathering all the possible information.
• Completing basic troubleshooting steps.
• Actioning service requests such as handing out equipment, updating security/distribution groups, answering general IT questions related to F1 IT processes.
• Keep departmental documentation up to date, ensuring all users assigned hardware correctly logged for reference.
• Support users with mobile telephones, acting as liaison between users and our mobile phone provider, and assist with mobile issues.
• Procurement and initial set up of mobile devices and keep records up to date of numbers, IMEI, and phone contract information.
• Create new user accounts, in line with IT policy and SOX compliance, and keep information correct in line with user changes within Active Directory.
• Create orders within Procurement and initial set up of mobile devices and keep records up to date of numbers, IMEI, and phone contract information.
• Create new user accounts, in line with IT policy and SOX compliance, and keep information correct in line with user changes within Active Directory.
• Create orders within Procurement system as directed, keeping on top of orders and highlight delays or issues that arise.
• To liaise with third party suppliers to procure hardware, software and maintenance.
• To produce and maintain documentation required for IT Infrastructure management.
• To own new starter procedure, making sure all required hardware is ready for start date, welcome emails including IT induction shared, and process kept consistent for new starters at all locations.
• Completing New Starter IT inductions/Presentation.
• To own the IT leavers procedure, making sure all access has been removed, IT hardware returned, and accounts are disabled on leave date.
• Ensure licenses and maintained renewed to support business continuity, and expiration reminder database kept up date and correct.
• To follow the change management process at all times, ensuring all jobs logged and passed through the correct approval routes.
• Ensure compliance with SOX and GDPR regulations within IT Infrastructure.

Personal Qualities

• Flexible and adaptive attitude
• Friendly and approachable manner
• Ability to work in a team
• Can‑do attitude and approach
• Self motivated

Experience Prior to the role

• Minimum 1 year experience working on a IT Service Desk or similar
• Experience working with Active Directory
• Office 365
• Azure
• Experience with MacBook and windows laptop

Desirable Experience

• Experience working in customer facing role

Qualifications

• Minimum A Levels or Equivalent

Career Progression

Your next career move could include progressing into IT Support, IT Cloud, InfoSec.

Why join the force behind the sport?

Joining F1 means becoming part of a team that values innovation, collaboration and personal growth. We offer a dynamic work environment where ideas are heard, and employee contributions truly make an impact. We seek to recruit, develop, and retain the most talented people to play their role in accelerating the future of the sport.

Benefits

• Private Healthcare scheme
• Dental Care
• 4 x Grand Prix Paddock passes per season
• Enhanced maternity/paternity leave and other family planning policies
• A free staff shuttle service running to and from surrounding trains stations near to Biggin Hill
• Free healthy snacks in our offices
• Subsidised canteen in Biggin Hill, serving breakfast and lunch
• 25 days annual leave and 8 Bank Holiday days, plus a Christmas period closure
• Opportunities to develop and request training for your role via our in‑house Learning and Development team
• Discount on F1 merchandise
• Discount at F1’s experiences including F1 Arcade and F1 Drive
• Perkbox benefit portal and more

Division: Corporate

Here’s how we roll Formula 1 delivers the world’s greatest sports and entertainment spectacle with innovation, inclusivity, and sustainability at the heart of its future growth and value. As the global rights holders of this incredible sport our team delivers the 24‑race calendar direct to our passionate fans around the globe. Everything you see on screen or at an event comes via our people at F1. Whether its engineering, broadcast, legal, logistics, security, event management, commercial, media rights, marketing, and communications there is always a driven and talented team working to maximise the potential of the sport. We are focused on delivering the best for our fans and partners while ensuring we do the right thing as a business, using the power of Formula 1 to make a positive contribution to the places we visit and to our own community. We work closely with stakeholders across the sport to leave a legacy of positive change both on and off the track. At the same time, our commitment to diversity, equity and inclusion helps ensure that everyone feels welcome and has the opportunity to thrive. This is Formula 1.