Role Overview
We are looking for an IT Service Desk Analyst to join our IT Infrastructure Team. You will be the first point of contact for IT requests and incidents within Formula 1, ensuring that all jobs are logged, assigned to the correct team, and resolved with high‑level customer service.
Main Duties and Responsibilities
* Answer incoming calls and emails to the service desk, log all calls into Jira Service Desk, and assign them to the relevant team.
* Track which location support analysts are working from, and reassign or escale jobs as appropriate.
* Maintain logged jobs, review and update them, and follow up on calls until resolution.
* Provide first‑level support over the phone, including account lock‑outs, password changes, and basic IT requests.
* Triage tickets, gather necessary information, and perform basic troubleshooting steps.
* Action service requests such as handing out equipment, updating security/distribution groups, and answering general IT questions related to F1 IT processes.
* Keep departmental documentation up to date and ensure all users assigned hardware are correctly logged.
* Support users with mobile telephones, acting as liaison with our mobile phone provider and resolving mobile issues.
* Procure and set up mobile devices; maintain records of numbers, IMEI, and phone contract information.
* Create new user accounts in line with IT policy and SOX compliance, and keep Active Directory information accurate during user changes.
* Create procurement orders, monitor them, and highlight delays or issues.
* Coordinate with third‑party suppliers to procure hardware, software, and maintenance.
* Produce and maintain documentation required for IT Infrastructure management.
* Own new‑starter procedures: ensure required hardware is ready, send welcome emails and IT induction, and maintain consistency for all locations.
* Own IT leaver procedures: remove access, retrieve hardware, disable accounts, and update license renewals.
* Follow the change management process at all times, ensuring all jobs are logged and approved through the correct routes.
* Ensure compliance with SOX and GDPR regulations within IT Infrastructure.
Personal Qualities
* Flexible and adaptive attitude
* Friendly and approachable manner
* Ability to work in a team
* Can‑do attitude and approach
* Self‑motivated
Qualifications
* Minimum 1 year experience working on an IT Service Desk or similar role.
* Experience with Active Directory, Office365, and Azure.
* Experience with both MacBook and Windows laptops.
* Minimum A Levels or equivalent.
Benefits
* Private healthcare scheme
* Dental care
* 4x Grand Prix paddock passes per season
* Enhanced maternity/paternity leave and family planning policies
* Free staff shuttle service to surrounding train stations near Biggin Hill
* Free healthy snacks in offices
* Subsidised canteen at Biggin Hill (breakfast and lunch)
* 25days annual leave plus 8 bank holiday days, plus a Christmas closure period
* Opportunities to develop and request training via the company Learning and Development team
* Discount on F1 merchandise and F1 experiences, including F1 Arcade and F1 Drive
* Perkbox benefit portal and more
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