Service Desk Analyst

Are 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.

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 re‑assign 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, offering support over the phone with first‑level issues, i.e. account lockouts, password changes, and basic IT requests.
• Triage tickets, gathering all the possible information. Completing basic troubleshooting steps.
• Action 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.
• Procure and initially set up 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 highlighting 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, ensuring all required hardware is ready for start date, welcome emails including IT induction shared, and process kept consistent for new starters at all locations.
• Complete new‑starter IT inductions / presentation.
• Own the IT leavers procedure, ensuring all access has been removed, IT hardware returned, and accounts are disabled on leave date.
• Ensure licenses are maintained and renewed to support business continuity, and expiration reminder database kept up to date and correct.
• Follow the change management process at all times, ensuring all jobs are 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

• Flexible and adaptive attitude.
• Friendly and approachable manner.
• Ability to work in a team.
• Can‑do attitude and approach.
• Self‑motivated.

Experience

• Minimum 1 year experience working on an 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

• Minimum A Levels or Equivalent.

Career Progression – Where You Can Go Next?

Your next career move could include progressing into IT Support, IT Cloud, InfoSec.

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.

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