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Senior Service Desk Analyst

Chelsea Football Club

Greater London

On-site

GBP 35,000 - 55,000

Full time

11 days ago

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Job summary

An established industry player is seeking a Senior Service Desk Analyst to lead their support team, ensuring high-quality technical assistance for employees and customers. In this dynamic role, you will be responsible for troubleshooting issues, managing resources, and contributing to process improvements. This position offers an exciting opportunity to work in a vibrant environment, where your skills will directly impact the efficiency of operations and enhance the overall experience for users. If you're passionate about technology and service excellence, this role is perfect for you.

Qualifications

Demonstrable experience in a similar technical support role.
Strong technical skills and understanding of Microsoft applications.
Experience in managing and leading a service desk team.

Responsibilities

Lead the Service Desk team in providing high-quality support.
Troubleshoot and resolve technical issues for employees.
Document support interactions in the ticketing system.

Skills

Technical Support

Microsoft Applications

Active Directory

Remote Management Software

Analytical Skills

Communication Skills

Problem-Solving Skills

Understanding of Networking

Knowledge of macOS

Education

Degree in Computer Science

Relevant IT Certifications (ITIL, COBIT)

Tools

ITSM Software

Join to apply for the Senior Service Desk Analyst role at Chelsea Football Club

WORKING PATTERN: Full Time Shift patterns 8am-4pm, 9am-5pm, 10am-6pm any 5 of 7 and part of the matchday support rota

JOB FUNCTION: The Senior Service Desk Analyst is responsible for providing high-quality support to the club’s employees and customers and leading the activities of the Service Desk team as part of Shared Services. This includes resolving technical issues, answering questions, and providing guidance on the use of the company's systems and applications.

KEY RESPONSIBILITIES:

Responsible for the allocation of work and resources of the Service Desk team
Provide first level support to employees and customers via phone, email, and chat
Troubleshoot and resolve technical issues related to the company's systems and applications
Escalate complex or high priority issues to the appropriate team or vendor for resolution
Document all support interactions in the company's ticketing system.
Contribute to the development of the company's knowledge base by creating and updating articles
Participate in the continuous improvement of the company's support processes and procedures

MAIN RESPONSIBILITIES:

Work closely with the Technology Services Manager and the Senior Technical Support Engineer to ensure the smooth operation of the Shared Services function
Analyse and resolve incidents on a first response basis
Obtaining quotes/estimates and ordering of software and hardware as part of request fulfilment
Be responsible for ordering hardware, stock, and supplies
Liaison with suppliers and third-party support contacts
To setup and manage mobile devices
Maintenance of asset register on the ITSM software
To provide advice, assistance and training for members of the Service Desk team
To adhere to all IT policies and procedures and to ensure all security and confidentiality measures are followed

MEASURES OF PERFORMANCE:

Resolution targets according to SLAs
Hardware and software ordered within SLAs
Aged tickets and queues
% of tickets resolved in first response

EXPERIENCE/REQUIREMENTS:

Demonstrable experience in a similar role
Strong technical skills including understanding of Microsoft applications and operating systems
Understanding of Active Directory administration
Experience using remote management software
Certifications in IT governance frameworks such as COBIT or ITIL, or sound understanding of principals
Excellent communication and interpersonal skills
Strong analytical and problem-solving skills
Experience as a line manager
Understanding of enterprise networking
Understanding of virtual, physical and cloud server environments
A degree in a relevant field such as Computer Science, Information Technology, or Business Administration or similar level of experience
Knowledge of macOS
Experience working in sports organisations

Employee must at all times carry out his/her responsibilities with due regard to Chelsea Football Club policies and procedures in particular Health & Safety, Financial Authorisation, Confidentiality and with regard to the Data Protection Act. The Employee must act to protect all young people and vulnerable adults that are in their care or attending the Company's premises. The Employee must report any misconduct or suspected misconduct to the Safeguarding Lead.

Chelsea Football Club and the Foundation is fully committed to ensuring the safety and well-being of all children, young people and adults at risk (vulnerable groups) that are in our care or attending our premises. As a consequence, Chelsea FC may require any successful applicants to complete a DBS Check prior to working at our premises. Successful applicants may also be required to undergo other child protection screening appropriate to the post applied for.

The Employee must ensure a positive commitment towards equality and diversity by treating others fairly and not committing any form of direct or indirect discrimination, victimisation or harassment of any description and to promote positive working relations amongst Employees and customers.

The above Job Description is not intended to be exhaustive, the duties and responsibilities may therefore vary over time according to the changing needs of the Club.

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Information Technology

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