Technical Services Analyst

Location

Highbury, Greater London | United Kingdom

Job description

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 across all internal IT services. In addition, this role will contribute to the development of business relationships with Arsenal employees and be proactively involved in the the team's service improvement initiatives.

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

• Technical support - provide proactive technical support and answer incoming support queries via a variety of communication channels.
• Problem solving - take ownership of user problems and ensure that all issues are dealt with professionally and effectively, escalating as required.
• Ensure full compliance – comply with internal processes and procedures, ensuring a thorough understanding and adherence to documented ITIL incidents, and problem and change management process.
• Technology support – provide desktop and system support of end-user technology across the club, as well as network support for Wi-Fi and Cisco networks, including patching and troubleshooting. 
• Exceptional administration - complete administration tasks to a high level, including Active Directory and Office O365 administration, as well as creating and maintaining support documentation and service catalogue entries.
• Train and empower others - support the delivery of new IT initiatives, training our employees and empowering them to use our new technology. 
• Relationship building - build relationships with key stakeholders to understand the club's IT needs and identify technical solutions to problems, ensuring that all stakeholders are kept appraised of developments and progress of project tasks.
• Match/Event Support - complete pre-match set up and checks working as part of the matchday support team on a rota basis and other ad-hoc events. 

What we are looking for

• Technical competence – you will have completed ITIL Foundation v4 and have experience of ITIL processes.
• Customer support - you come with prior experience of working in an IT Service Desk environment at a fast-paced and varied organisation. 
• Operating systems - as a member of our IT service desk, you'll have strong knowledge of both Microsoft and Apple operating systems with an emphasis on Apple OS, iOS & Windows desktop technology.
• Troubleshooter - you have experience using and troubleshooting Office 365 and mobile devices including iPhone and iPad technology.
• Excellent administrator - Active Directory/Azure administration and 0365 Administration including Endpoint Manager, Teams administration and Exchange Online are all tasks that you are experienced and confident in. 
• Excellent communication skills – you are able to liaise with technical and non-technical stakeholders in a respectful and supportive manner.
• Multitasker and able to prioritise – you thrive when you have a varied workload and are able to manage conflicting requirements, multiple demands on time and able to drive process and performance improvements in a dynamic environment.
• Matchday support - you are able to offer flexibility in the role and are happy to provide out of hours support, including regular match days and stadium events. 

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

Please note: this role is being managed by Filippi Consulting on behalf of Arsenal Football Club.

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 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 , we will offer you an interview if you meet the minimum criteria for a role. Please choose the option of a guaranteed interview on your application form. The information you share with us about your health or disability will not be used in recruitment decisions.

Application Closing Date: Please note, applications for this role will close on Wednesday 13th March

Job tags

Salary