IT Service Desk Analyst

Formula One Management; Biggin Hill; On-site; GBP 28,000 - 38,000; Full time

Job summary

Formula One Management invites applications for an IT Service Desk Analyst to join the IT Infrastructure Team. You will be the first point of contact for IT requests, logging tickets in Jira Service Desk and delivering high-level customer service.

The role requires at least 1 year of IT service desk experience, hands-on knowledge of Active Directory, Office 365 and Azure, and familiarity with MacBook and Windows laptops. A levels or equivalent are required.

Qualifications

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

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 elevate for highest level service, follow up to resolution.
• Liaise with users, offer first level IT support (account lockouts, password changes, basic IT requests).
• Triaging tickets, gathering information, basic troubleshooting steps.
• Action service requests such as handing out equipment and updating groups; assist with IT questions related to processes.
• Keep documentation up to date and ensure hardware is logged correctly.
• Support users with mobile devices and liaise with mobile provider; manage mobile contracts.

Skills

IT Service Desk

Active Directory

Office 365

Azure

MacBook support

Windows laptops

Customer service

Team collaboration

Education

A Levels or equivalent

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 reassign or elevate jobs to provide highest level service, 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 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 to 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

What Are We Looking For?

Personal Qualities

In this role it is essential that you are:
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 it would be essential that you have:
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

Some desirable experience that you may bring to the role:

Experience working in customer facing role

Qualifications

You may also have the following qualifications:
Minimum A Levels or Equivalent

Career Progression - Where You Can Go next?

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. As a member of the F1 team, you will be able to access our amazing benefits:
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