Technical Services Analyst

Arsenal; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A prominent football club in Greater London is looking for a Technical Services Analyst to join their IT Service Desk team. This role involves providing technical support, handling IT queries, and maintaining the club’s IT infrastructure. The ideal candidate should have experience in an IT Service Desk environment and knowledge of both Apple and Windows operating systems. You will also manage onboarding processes, support network operations, and facilitate training initiatives. Benefits include a flexible working model and generous holiday allowances.

Benefits

Reward and recognition scheme

Generous holiday allowance

Internal learning and development programs

Flexible hybrid working model

Priority access to match tickets

Health and wellbeing benefits

Leading Employee Assistance Programme

Discounts with partners

Qualifications

• Experience in a fast-paced IT Service Desk environment supporting a large user base.
• Proficient in Microsoft and Apple operating systems, especially iOS and Windows.
• Understanding of troubleshooting and administration care for Office 365.
• Experience operating and troubleshooting mobile devices like iPhone and Android.

Responsibilities

• Deliver proactive technical maintenance and handle incoming IT queries.
• Take ownership of user problems and escalate as necessary.
• Monitor IT landscape and support club’s Wi-Fi and Cisco networks.
• Maintain service catalogue entries, recording all activities.
• Manage onboarding and off-boarding processes.
• Facilitate training on IT initiatives and technology.

Skills

IT Service Desk experience

Apple and Windows OS knowledge

Microsoft troubleshooting

Android and Apple asset management

Effective task management

Expert communication

Adept training skills

Problem-solving skills

Job description

The Role

We are looking for a Technical Services Analyst to provide day‑to‑day technical support as part of our IT Service Desk team. In this role, you will handle requests and monitor resolution activity, delivering world‑class service and assistance across our club’s internal IT systems.

This is an exciting opportunity to support our internal IT infrastructure by delivering and facilitating IT services to meet the needs of our club. You will help maintain current systems and processes, provide professional support to internal colleagues, and promote the Service Desk Team as a proactive and recognised business partner.

Who we are

We are one of the most famous clubs in world football, with a rich heritage and history of success – read more about our history, here.

Beyond that, we are passionate about our local community and, behind the scenes, we have a wide variety of opportunities and career paths for all. We have a very defined purpose: to act for a winning team, culture and community. We achieve this by ensuring we are courageous in the pursuit of progress, we champion our community and each other, and that we do the right thing (even when no one is looking).

Your day‑to‑day

• Provide professional technical service – you will deliver proactive and professional technical maintenance, handling incoming IT queries across all club communication channels

• Assist with escalation management – you’ll take ownership of user problems, ensuring that all issues are addressed effectively, escalating to the next level of support where necessary

• Offer club‑wide network assistance – you will accurately monitor our club’s IT landscape, supporting Wi‑Fi and Cisco networks through maintenance, patching and diagnostics

• Update service records and document activity – you’ll create and maintain service catalogue entries, recording all activities, communications and solutions in line with ITIL incident management processes

• Support with onboarding and off‑boarding processes – you will manage our onboarding and off‑boarding processes, following asset management, security and access management procedures

• Lead emerging IT and technology training – you’ll facilitate the delivery of emerging IT initiatives and projects, keeping all stakeholders informed and providing staff training on the latest developments

• Oversee matchday and out‑of‑hours event support – you will assist with pre‑match and event setups, provide matchday support on a rota basis, and you'll assist with out‑of‑hours events as required

What we are looking for

• IT Service Desk background – you hold experience in a fast‑paced IT Service Desk environment and are well‑versed in supporting a large user‑base

• Apple and Windows operating system knowledge – you demonstrate excellent knowledge of both Microsoft and Apple operating systems, with an emphasis on Apple OS, iOS and Windows desktop technology

• Understanding of Microsoft troubleshooting – you possess a thorough understanding of Office 365, from troubleshooting to administration care across Endpoint, Teams and Exchange Online

• Android and Apple asset management experience – you’re confident in operating and troubleshooting mobile devices, including Android, iPhone and iPad technology

• Effective task management approach – you are proficient in organising tasks and prioritising business needs in a fast‑paced, dynamic environment

• Expert communicator – you’re comfortable distilling complex technical information into clear, concise guidance for technical and non‑technical stakeholders

• Adept training skills – you are enthusiastic about delivering essential training across all devices, offering the highest level of service and support to all team members

• Keen problem‑solver – you can identify problems and conduct technical root cause analysis, offering innovative and effective solutions

Why choose us

At Arsenal, we want everyone to feel a sense of trust and belonging, so we are proud of both our club values and also what we offer to our employees. As one of our Gunners, you will receive:

• An exciting reward and recognition scheme
• Generous holiday allowance which increases with your length of service
• Great internal learning and development programmes
• A flexible hybrid working model
• Priority access to apply for match tickets
• A competitive health and wellbeing benefits package
• A leading Employee Assistance Programme
• Great discounts with some of our Partners

Discover why ‘Our Gunners’ are proud to be part of our team – view their stories here.

Arsenal for Everyone

Arsenal for Everyone is our commitment to promoting and embracing equality, diversity and inclusion, so that everyone connected to the club feels like they belong to the same Arsenal family. We believe that diversity of background, skills and experience drives our success on and off the pitch.

Disability Confident Leader

We are a Disability Confident Leader. We actively welcome and encourage applications from people with disabilities and long‑term health conditions. If you need disability‑related adjustments to the recruitment process, please indicate this in your application.

If you are likely to meet the definition of being a ‘disabled person’ according to the Equality Act 2010, you may be eligible to apply for an interview via the Disability Confident Scheme – please indicate this in your application form below. The information you share with us about your health or disability will not be used in recruitment decisions.

Our Commitment to Safeguarding

We are committed to ensuring that our environments for children, young people and adults at risk remain safe and inclusive. We therefore require successful candidates to complete a DBS check and other essential background checks prior to starting their employment. Depending on the responsibilities of the role, a DBS will be either a basic, standard, or enhanced check.

Application Closing Date - Friday, 19th December 2025

Please note: we reserve the right to close the position early if application volumes are particularly high. We encourage you to get your application in sooner rather than later.

Updates on the status of your application will be sent via email, please routinely check your spam and junk folders, as occasionally emails sent via the Teamtailor platform will find themselves there.

Good luck!