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Service Desk Analyst
at Formula 1 London in London (Published at 25-09-2023)
Want to be one of the hundreds of people that work together to make Formula 1 happen? We need a Service Desk Analyst to add their skills to the force behind the sport.
Reporting into the IT Support Manager, you will act as first point of contact for the IT department, to ensure all jobs are logged to the correct team and delivered to a high level of customer service. Other duties include:
- Answer incoming calls/ emails to the service desk, logging all calls into Jira Service desk, and assigning to relevant team.
- Be aware of which location support analysts are working from– assign and reassign jobs as appropriate.
- Ensure logged jobs are reviewed and maintained, know when to reassign or escalate jobs to provide highest level service, follow up on calls and see through to resolution
- Liaise with users, offer support over the phone with first level issues, i.e. account lock outs, password changes, and basic IT requests.
- Keep departmental documentation up to date, ensuring all user assigned hardware correctly logged for reference
- Support users with mobile telephones, acting as liaison between users and our mobile phone provider, and assist with mobile issues.
- Procurement and initial set up of mobile devices and keep records up to date of numbers, IMEI, and phone contract information.
- Create new user accounts, in line with IT policy and SOX compliance, and keep information correct in line with user changes within Active Directory.
- Create orders within Procurement system as directed, keeping on top of orders and highlight delays or issues that arise.
- Liaise with third party suppliers to procure hardware, software and maintenance.
- Produce and maintain documentation required for IT Infrastructure management
- Own new starter procedure, making sure all required hardware is ready for start date, welcome emails including IT induction shared, and process kept consistent for new starters at all locations
- Send out communications to all staff, when required. Ensuring tone and consistency is correct and in line with company standards.
- Ensure licenses and maintained renewed to support business continuity, and expiration reminder database kept up date and correct.
- Follow the change management process at all times, ensuring all jobs logged and passed through the correct approval routes
- Ensure compliance with SOX and GDPR regulations within IT Infrastructure
Technical Areas of Responsibility
- Mobile Phones and Tablet devices
- IT Hardware: Desktop and Laptop Support
- Printers, Plotters and scanners
- Desktop & Laptop Software : MS Office, Windows OS, CAD Products, Adobe, Cintra, CRM and any other IT installed software
- Peripheral hardware including but not limited to monitors, keyboard, mice, and docking stations
- Keep on top of company license renewals and requirements, ensuring renewal orders are placed within good time.
Specification:
- GCSE - 9-3 (A-D)
- Experience working within IT
- Customer Service and Communication skills
- Organizational and time management skills
- Verbal and written skills
Be the force behind Formula 1!
