IT Service Desk Analyst

at  Southampton Football Club

BE PART OF OUR JOURNEY…

Location: St Mary’s Stadium and Staplewood Training Ground
Hours: Full-time, 37.5 hours per week on a rota that includes evenings and weekends.
Contract Type: Permanent
Criminal Record Check: DBS Enhanced with Child’s Barred List

IS THIS YOU?

We are seeking a candidate with strong customer service experience, complemented by a solid understanding of Office 365 and core networking principles. The ideal candidate will also excel in managing workloads and prioritising tasks effectively.

WHAT IS THE ROLE?

This role is a dynamic, customer-facing position, serving as the primary point of contact for all IT enquiries, incidents, and requests from the business. It requires leveraging technical expertise to diagnose and resolve issues efficiently as they arise. By analysing recurring incidents, the role involves identifying opportunities for improvement, recommending, and implementing changes or preventative measures to enhance overall IT support and service delivery.
This role operates on a shift-based rota to support Men’s and Women’s Matchdays, and Stadium Events to deliver high quality services for all customers – internal and external.

WHAT WILL YOU BE DOING?

As an IT Service Desk Analyst, you will troubleshoot issues, aiming to resolve at first point of contact, or provide a suitable workaround. This will include providing support on match days and out of hours support, by using time management skills to be able to support a variety of customers, across multiple sites. You will also be expected to maintain excellent customer satisfaction measured with SLA’s and feedback.
You will be expected to own incidents, requests, and projects from initiation to delivery. In addition, you will need to evaluate emerging technologies and advise IT senior management of the most suitable options for the IT Service desk and club. You will also be responsible for ensuring the build and deployment of new corporate devices (laptops, desktops, mobiles, tablets) are in line with IT standards, and the creation and maintenance of knowledge articles (KB) and user guides.