Service Desk Analyst

City Football Group; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading football organization in Manchester is seeking an IT Support Analyst. The role involves providing high-level technical support, managing IT tickets, and assisting global users with their IT-related queries. The ideal candidate will have at least one year of experience in a helpdesk environment, excellent communication skills, and a strong technical background in Microsoft applications. Additional perks include healthcare and a discretionary bonus.

Benefits

26 days annual leave

Private healthcare

Annual discretionary bonus

Partnership and lifestyle discounts

Qualifications

• Proven customer service record with a corporate client base.
• Minimum 1-year experience in a similar role.
• Strong attention to detail in logging support tickets.

Responsibilities

• Support and maintain IT systems for global users.
• Log, categorize and assign all IT tickets.
• Resolve technical issues or provide detailed information for further assistance.

Skills

Customer service record

User account administration in Office 365

Helpdesk experience

Excellent communication skills

Attention to detail

IT technical knowledge

Tools

Microsoft applications

Office 365

Job description

Closing Date of Applications - 08/10/25

Our Story

Established in 2013, City Football Group is the world’s leading private owner and operator of football clubs, with total or partial ownership of twelve clubs across the world. City Football Group also invests in other football related businesses and serves as a global commercial platform for our partners, whilst fulfilling our purpose of empowering better lives through football on a local and global scale, consistent with what “City” football has meant to people for over a century.

This is Your City

As part of our team, you will be entitled to 26 days annual leave plus an additional day off for your birthday, private healthcare and a simply health cash plan, an annual discretionary bonus, plus a range of partnership and lifestyle discounts.

Purpose

The individual will work as part of CFG’s Service Desk team which is responsible for supporting and maintaining IT systems and providing efficient desktop support to all business users. The role will be responsible for the handling of IT tickets raised, initial diagnosis, resolution and assignment the appropriate member of the team.

Your Impact

Business Support

As part of the Service Desk team, you will be part of a team be providing a high level of support to global users.

Customer Service

As the single point of contact for all IT related matters for the business, the Service Desk handles all incoming queries and help requests from end users. It is the responsibility of the Service Desk Analyst to ensure that all tickets are logged, categorised and assigned to the correct person for actioning, providing regular updates to the customer where necessary.

Technical Support & Troubleshooting

As the single point of contact, the Service Desk Analyst will attempt to resolve technical issues as they arrive where possible. For more advanced technical issues, detailed information should be received in order to provide whoever the ticket is assigned to as much information as possible to assist with resolution.

What we are looking for

Essential

• Proven customer service record with a corporate client base
• Knowledge of user account administration in Office 365
• Previous experience of working on a helpdesk
• Minimum 1-year experience in a similar role
• Excellent communication skills • Strong attention to detail in logging support tickets
• Assertive, confident & professional manner
• Flexible and adaptable as the business demands
• Good general IT technical knowledge
• Experience on Microsoft applications

Desirable

• Knowledge of ITIL processes
• Experience in mobile & tablet devices
• Experience in supporting Mac operating systems
• Experience administering user accounts in business applications