Senior Service Desk & Automation Analyst

TN United Kingdom; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Senior Service Desk & Automation Analyst to join their dynamic team in London. This role offers a unique opportunity to provide advanced technical support, lead a team of Service Desk Analysts, and implement automation processes. As a leader in the leisure industry, the company values career progression and offers extensive learning and development opportunities. Join a values-driven organization that prioritizes community benefits and employee well-being, while enjoying competitive pay and a range of attractive employment benefits.

Benefits

Pension scheme

Health Assurance

Counselling services

Ride to Work scheme

Free annual eye tests

Discounted leisure centre membership

Team building events

Opportunity to join Society

Qualifications

• Experience in 365 Administration is desirable.
• ITIL Foundation certification is required.
• Strong attention to detail and multitasking abilities.

Responsibilities

• Provide advanced technical support and troubleshoot complex issues.
• Supervise 1st and 2nd Line Service Desk Analysts.
• Manage relationships with third-party support teams.

Skills

365 Administration

ITIL Foundation

SaaS support

Interpersonal skills

Attention to detail

Communication skills

Job description

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Senior Service Desk & Automation Analyst, London

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Client:

GLL

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

1c9717ce40ae

Job Views:

4

Posted:

01.05.2025

Expiry Date:

15.06.2025

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Job Description:

GLL is looking for a Senior Service Desk & Automation Analyst to work at Our Head Office, Woolwich, Southeast London. If you have the skills and ambition to join us as a Senior Service Desk & Automation Analyst, there's never been a more exciting time to join us. This is more than a Senior Service Desk & Automation Analyst job; it's a career.

We are seeking a talented and experienced Senior Service Desk & Automation Analyst to join our Service Desk. In this role, you will be responsible for providing advanced technical support, troubleshooting complex issues, and ensuring seamless IT operations, as well as supervising 1st and 2nd Line Service Desk Agents & Analysts.

What you’ll do:

• Maintain great customer service for all support queries and ensure the wider team upholds these standards.
• Supervise 1st and 2nd Line Service Desk Analysts day to day activities
• Resolve more in depth support tickets ensuring necessary knowledge or training is shared with 1st and 2nd line team
• Take ownership of problem tickets and manage the resolution process end to end.
• Act as the internal escalation point for the wider application support team to third-party suppliers such as Open Play, Fitronics, HSO, and others.
• Manage and adhere to SLAs.
• Manage the relationship with support teams of our third-party suppliers.
• Maintain strong relationships with GLL stakeholders.
• Review and manage all application documentation for internal and external use on the knowledge base.
• Review business processes and suggest and implement automation
• Manage communication with business stakeholders and users where applicable.
• Manage 1st and 2nd Line Service Desk Analysts, including absence management, rotas, and personal development.
• Adapt our ticketing software to ensure the best customer experience.
• Take the role of 365 Administrator, focusing on user management and compliance in our tenancy.
• Focus on security within our applications, particularly password and authentication policies.

What you need:

* 365 Administration experience (desirable).

* ITIL Foundation.

* SaaS support.

* Excellent comprehension and attention to detail.

* Ability to manage multiple priorities whilst maintaining a positive attitude under pressure.

* Good interpersonal and team working skills.

* Good written and verbal communication skills with the ability to deliver clear and concise instructions to a wide scope of users.

As a leader within the leisure industry, we can also offer scope to progress your career and job variety like nowhere else.

As a charitable social enterprise and cooperative owned by our staff, GLL is a unique organisation for you to have a career with!

The basics:

* This is a Full time permanent . Hours of work will be negotiated with you in line with the needs of the service; flexible working may be possible. Working from home is not possible in this role.

* We are an accredited Living Wage employer with industry-leading rates of pay.

* We can offer a career, not just a job, with extensive Learning & Development support available.

* A uniform will be supplied and must be worn.

* GLL is Values Driven, not Profit Driven. We work hard to benefit the communities we operate in.

* As a staff-owned organisation, you will be given the opportunity to join the Society and have a stake in your business.

Additionally, GLL offers employees a range of employment benefits:

* Access to a pension scheme.

* Health Assurance and access to Counselling services.

* Access to the tax-efficient Ride to Work bicycle purchase scheme.

* Free annual eye tests.

* Discounted nationwide (over 200 centres) inclusive leisure centre membership for you and your partner. This includes GLL Extras!

GLL Society benefits (if you choose to join the Society after your probation period) include:

* The right to stand for the Society board and to vote for board members to represent you.

* Access to team building and fun events such as treks, concerts, outings, etc.

* Access to a range of benefits exclusive to our people – ask your line manager for details or check out the Intranet.