Service Desk Analyst
Formula One Management LimitedAre you ready to make your mark in the world of Formula 1?
At Formula 1, we are passionate about delivering the world’s greatest sports and entertainment spectacle leaving a positive legacy wherever we race. Innovation has always been at the heart of what we do ever since our first Grand Prix in 1950. Now, more than 75 years on, the sport remains a pioneer, developing technologies that have made a significant impact on society beyond the track.
Everything you see on screen or at an event comes via our passionate and dedicated people. Whether its engineering, broadcast, legal, logistics, security, event management, commercial, media rights, marketing, or communications there is always a talented team working to maximise the potential of the sport.
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/ emails to the service desk, logging all calls into Jira Service Desk, and assigning them 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 lockouts, password changes, and basic IT requests.
- Triaging tickets, gathering all the possible information. Completing basic troubleshooting steps.
- Actioning 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 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 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.
- To liaise with third party suppliers to procure hardware, software and maintenance.
- To produce and maintain documentation required for IT Infrastructure management
- To 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
- Completing New Starter IT inductions/Presentation
- To own the IT leavers procedure, making sure all access has been removed, IT hardware returned, and accounts are disabled on leave date.
- Ensure licenses and maintained renewed to support business continuity, and expiration reminder database kept up date and correct.
- To 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
What Are We Looking For?
Personal Qualities
In this role it is essential that you are:
- Flexible and adaptive attitude
- Friendly and approachable manner
- Ability to work in a team
- Can-do attitude and approach
- Self motivated
Experience
Prior to the role it would be essential that you have:
- Minimum 1 year experience working on a IT Service Desk or similar
- Experience working with Active Directory, Office 365, Azure
- Experience with MacBook and windows laptop
Some desirable experience that you may bring to the role:
- Experience working in customer facing role
Qualifications
You may also have the following qualifications:
- Minimum A Levels or Equivalent
Career Progression - Where You Can Go next?
Why join the force behind the sport?
Joining F1 means becoming part of a team that values innovation, collaboration and personal growth. We offer a dynamic work environment where ideas are heard, and employee contributions truly make an impact. We seek to recruit, develop, and retain the most talented people to play their role in accelerating the future of the sport. As a member of the F1 team, you will be able to access our amazing 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 trains stations near to 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
Division: