Service Desk Analyst

Our team of hundreds of skilled experts keep Formula 1 moving. You could play a vital part as a Service Desk Analyst to act as first point of contact for IT department, to ensure all jobs are logged to the correct team and to deliver a consistent high level of customer service.

Reporting into the IT Support Manager, you will:

• 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 include but not limited to:

• Mobile Phones and Tablet devices
• IT Hardware: Desktop and Laptop Support
• Printers, Plotters and Scanners
• Desk and Laptop Software: MS Office, Windows OS, CAD, Adobe, CRM and any other IT installed software.
• Peripheral hardware including but not limited to monitors, keyboards, mice and docking stations
• Keep on top of company license renewals and requirements, ensuring renewal orders and placed within good time.

Specification Essentials:

• Minimum A Levels or equivalent work experience
• Experience working on a Service Desk or similar.
• Excellent Customer Service and Communication skills
• Good organisational and time management skills
• Good verbal and written skills

Join Team Formula 1, make it happen!