IT Service Desk Analyst

Description

The company runs the world's biggest motorsport championship and has done since its first Grand Prix in 1950.

Over 75 years on, it still leads in technology, and some of its developments have reached well beyond racing.

Engineering, broadcast, legal, logistics, security, event management, commercial, media rights, marketing and communications teams all work to get the most out of the sport.

This role sits in the IT Infrastructure Team and reports to the IT Services Manager.

You will be the first contact for IT requests and incidents, in a small team that works closely together.

Career paths from here include IT Support, IT Cloud and InfoSec.

Responsibilities

• Answer calls and emails to the service desk, log each one in Jira Service Desk, and route it to the right team.
• Track which location support analysts are working from, and assign or reassign jobs to match.
• Review and maintain open jobs, reassigning or escalating them when needed, and follow each one through to resolution.
• Speak with users by phone to resolve first-level issues such as account lockouts, password resets and basic IT requests.
• Triage tickets, collect all relevant information, and carry out basic troubleshooting.
• Handle service requests such as issuing equipment, changing security and distribution group membership, and answering general questions on IT processes.
• Keep departmental documentation current, including a clear record of which hardware each user has.
• Support users with mobile phones and act as the link to the mobile provider, including mobile faults.
• Buy and set up mobile devices, and keep records of numbers, IMEI numbers and contract details up to date.
• Create user accounts in line with IT policy and SOX requirements, and keep Active Directory accurate as user details change.
• Raise orders in the Procurement system as directed, track them, and flag delays or problems early.
• Work with third-party suppliers to buy hardware, software and maintenance.
• Produce and maintain documentation needed to manage IT Infrastructure.
• Own the new starter process: have hardware ready for the start date, send welcome emails with the IT induction, keep the process consistent across all locations, and deliver new starter IT inductions and presentations.
• Own the leavers process: remove all access, collect IT hardware, and disable accounts on the leaving date.
• Keep software licences renewed to protect business continuity, and keep the expiry reminder database current and accurate.
• Follow the change management process every time, making sure every job is logged and goes through the correct approvals.
• Make sure IT Infrastructure work complies with SOX and GDPR.

Requirements

• At least 1 year of experience on an IT service desk or in a similar role.
• Experience with Active Directory, Office 365 and Azure.
• Experience with MacBook and Windows laptops.
• Customer-facing experience is desirable.
• Minimum A Levels or equivalent qualifications are optional.
• A flexible, adaptive approach.
• A friendly, approachable manner.
• Ability to work well in a team.
• A can-do attitude.
• Self-motivation.

Conditions

Reports to the IT Services Manager within the IT Infrastructure Team.

Based at the Biggin Hill office.

Part of the Corporate division.

Equal opportunity commitment applies to all roles.

Benefits

• Private healthcare scheme and dental care.
• 4 Grand Prix Paddock passes per season.
• Enhanced maternity and paternity leave, plus other family planning policies.
• Free staff shuttle to and from nearby train stations near Biggin Hill.
• Free healthy snacks in the offices.
• Subsidised canteen in Biggin Hill serving breakfast and lunch.
• 25 days annual leave, 8 bank holidays, and a closure over Christmas.
• Training requests through the in-house Learning and Development team.
• Discount on company merchandise and at its arcade and driving experiences.
• Perkbox benefits portal and more.