IT Service Desk Analyst

• Act as the first point of contact for clubs, team members, and suppliers, owning and managing IT incidents and service requests through to resolution or escalation
• Receive, categorise, prioritise, and log incidents and requests from all channels, and manage them within agreed service-level targets
• Keep incident records accurate in the IT service management system and manage cases throughout their lifecycle
• Resolve issues using documented solutions or escalate them to the Systems Support Team or suppliers as appropriate
• Check and correct incident categories where needed, and follow up with support teams and suppliers on progress and further escalation
• Communicate progress and resolution clearly and promptly to stakeholders, including clubs, team members, and leadership
• Keep stakeholders informed when incident ownership transfers to Systems Support Analysts
• Take ownership of high-severity P1 incidents, including during out-of-hours coverage, and provide thorough handovers between shifts
• Record service interruptions, downtime, and P1 incidents with detailed timelines in the Incident Log
• Identify recurring incidents and notify the Service Desk Supervisor
• Monitor service dashboards and complete daily application and infrastructure checks and seasonal hyper-care checks; identify and report trends to help prevent disruption and improve service
• Perform recurring scheduled tasks, including period-end work and direct debit processes, as well as standard business-as-usual tasks such as joiner, mover, and leaver processes
• Create and update knowledge base articles and keep service desk documentation current, including known issues, fixes, and support and escalation information
• Attend relevant team meetings, including the daily huddle

Technologies:

• Citrix
• Support
• Office 365
• SQL
• ServiceNow
• Web
• Windows
• Matrix, We are recruiting a full-time IT Service Desk Analyst reporting to the Service Desk Supervisor. The role is based at our Hatfield office, near London, with travel to our Sheffield main office as required, and is worked in person. Flexible shifts operate between 6 a.m. and 11 p.m. on weekdays, with possible changes to provide additional business support, including weekends and public holidays. The annual salary is £25,000-£28,000. Benefits include company events, a company pension, free and on-site parking, and gym membership. Performance is measured through service outcomes such as first-time fixes, resolution times, stakeholder feedback, completed checks, proactively identified trends, and the quality of knowledge base articles.

• Previous customer service experience
• Understanding of Microsoft-based operating systems, particularly Windows 10 and Office 365
• Experience using and troubleshooting Outlook 365, including permissions, calendar sharing, and delegation
• Ability to use a call logging system such as SysAid or ServiceNow
• Excellent communication skills and telephone manner
• Ability to document information clearly, concisely, and accurately
• Confidence handling challenging situations, with problem-solving and troubleshooting skills
• Excellent organisational and time-management skills, including managing issues of varying severity
• Commitment to delivering exceptional service
• Self-motivated, calm under pressure, resilient, energetic, diligent, and results-focused, with a strong sense of ownership
• Collaborative approach and ability to consider how technology affects the member and club experience
• Desirable: experience or knowledge of the leisure industry
• Desirable: experience working with outsourced IT hosting providers and technologies such as Citrix, virtual servers, web applications, laptops and desktops, and SQL Server databases
• Desirable: knowledge of German, French, Spanish, Italian, or Dutch
• GCSE or equivalent preferred
• One year of technical support experience preferred
• One year of customer service experience preferred