Role Overview
We have an exciting opportunity for an IT Service Desk Analyst to join our IT Infrastructure Team, reporting into our IT Services Manager. As the first point of contact for IT requests and incidents within F1, working in a small, close‑knit team, you will ensure all jobs are logged to the correct team and deliver 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.
- Be aware of which location support analysts are working from – assign and re‑assign jobs as appropriate.
- Ensure logged jobs are reviewed and maintained, know when to re‑assign or escal ate jobs to provide the highest level of service, follow up on calls and see them through to resolution.
- Liaise with users, offer support over the phone with first‑level issues such as account lockouts, password changes and basic IT requests.
- Triage tickets, gather all possible information and complete basic troubleshooting steps.
- Action service requests such as handing out equipment, updating security/distribution groups, answering general IT questions related to F1 IT processes.
- Keep departmental documentation up to date, ensuring all users assigned hardware are correctly logged for reference.
- Support users with mobile telephones, acting as liaison between users and our mobile phone provider, and assist with mobile issues.
- Create new user accounts in line with IT policy and SOX compliance, keeping information correct in line with user changes within Active Directory.
- Create orders in Procurement and maintain up‑to‑date records of mobile device numbers, IMEI, and phone contract information.
- liaise with third‑party suppliers to procure hardware, software and maintenance.
- Produce and maintain documentation required for IT Infrastructure management.
- Own the new‑starter procedure, ensuring all required hardware is ready for the start date, welcome emails including IT induction are shared, and the process is kept consistent for new starters at all locations.
- Complete new‑starter IT inductions and presentations.
- Own the IT leaver procedure, ensuring all access is removed, IT hardware returned and accounts are disabled on the leave date.
- Ensure licenses are renewed to support business continuity, and the expiration reminder database is kept up to date and correct.
- Follow the change‑management process at all times, ensuring all jobs are logged and passed through the correct approval 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
Experience (Required)
Prior to the role it would be essential that you have:
- Minimum 1 year experience working on an IT Service Desk or similar
- Experience working with Active Directory, Office 365, Azure
- Experience with MacBook and Windows laptop
Experience (Desirable)
- Experience working in a customer‑facing role
Qualifications
- Minimum A Levels or equivalent
Benefits
- Private Healthcare scheme
- Dental Care
- 4 x Grand Prix Paddock passes per season
- Enhanced maternity/paternity leave and other family planning policies
- A free staff shuttle service running to and from surrounding train stations near Biggin Hill
- Free healthy snacks in our offices
- Subsidised canteen in Biggin Hill, serving breakfast and lunch
- 25 days annual leave and 8 Bank Holiday days, plus a Christmas period closure
- Opportunities to develop and request training for your role via our in‑house Learning and Development team
- Discount on F1 merchandise
- Discount at F1’s experiences including F1 Arcade and F1 Drive
- Perkbox benefit portal and more
