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