The RoleWe are looking for a Technical Services Analyst to provide day-to-day technical support as part of our IT Service Desk team. In this role, you will handle requests and monitor resolution activity, delivering world-class service and assistance across our club’s internal IT systems.This is an exciting opportunity to support our internal IT infrastructure by delivering and facilitating IT services to meet the needs of our club. You will help maintain current systems and processes, provide professional support to internal colleagues, and promote the Service Desk Team as a proactive and recognised business partner.Who we areWe are one of the most famous clubs in world football, with a rich heritage and history of success - read more about our history, here.Beyond that, we are passionate about our local community and, behind the scenes, we have a wide variety of opportunities and career paths for all. We have a very defined purpose: to act for a winning team, culture and community. We achieve this by ensuring we are courageous in the pursuit of progress, we champion our community and each other, and that we do the right thing (even when no one is looking).Our Commitment to SafeguardingWe are committed to ensuring that our environments for children, young people and adults at risk remain safe and inclusive. We therefore require successful candidates to complete a DBS check and other essential background checks prior to starting their employment. Depending on the responsibilities of the role, a DBS will be either a basic, standard, or enhanced check.Your day-to-dayProvide professional technical service - you will deliver proactive and professional technical maintenance, handling incoming IT queries across all club communication channelsAssist with escalation management - you’ll take ownership of user problems, ensuring that all issues are addressed effectively, escalating to the next level of support where necessaryOffer club-wide network assistance - you will accurately monitor our club’s IT landscape, supporting Wi-Fi and Cisco networks through maintenance, patching and diagnosticsUpdate service records and document activity - you’ll create and maintain service catalogue entries, recording all activities, communications and solutions in line with ITIL incident management processesSupport with onboarding and off-boarding processes - you will manage our onboarding and off-boarding processes, following asset management, security and access management proceduresLead emerging IT and technology training - you’ll facilitate the delivery of emerging IT initiatives and projects, keeping all stakeholders informed and providing staff training on the latest developmentsOversee matchday and out-of-hours event support - you will assist with pre-match and event set-ups, provide matchday support on a rota basis, and you'll assist with out-of-hours events as requiredWhat we are looking forIT Service Desk background - you hold experience in a fast-paced IT Service Desk environment and are well-versed in supporting a large user-baseApple and Windows operating system knowledge - you demonstrate excellent knowledge of both Microsoft and Apple operating systems, with an emphasis on Apple OS, iOS and Windows desktop technologyUnderstanding of Microsoft troubleshooting - you possess a thorough understanding of Office 365, from troubleshooting to administration care across Endpoint, Teams and Exchange OnlineAndroid and Apple asset management experience - you’re confident in operating and troubleshooting mobile devices, including Android, iPhone and iPad technologyEffective task management approach - you are proficient in organising tasks and prioritising business needs in a fast-paced, dynamic environmentExpert communicator - you’re comfortable distilling complex technical information into clear, concise guidance for technical and non-technical stakeholdersAdept training skills - you are enthusiastic about delivering essential training across all devices, offering the highest level of service and support to all team membersKeen problem-solver - you can identify problems and conduct technical root cause analysis, offering innovative and effective solutionsWhy choose us At Arsenal, we want everyone to feel a sense of trust and belonging, so we are proud of both our club values and also what we offer to our employees. An exciting reward and recognition schemeGenerous holiday allowance which increases with your length of serviceGreat internal learning and development programmesA flexible hybrid working modelPriority access to apply for match ticketsA competitive health and wellbeing benefits packageA leading Employee Assistance ProgrammeGreat discounts with some of our PartnersAn opportunity to play a vital role in delivering our ED&I strategy by joining one of our Employee NetworksDiscover why ‘Our Gunners’ are proud to be part of our team - view their stories here.Arsenal for EveryoneArsenal for Everyone is our commitment to promoting and embracing equality, diversity and inclusion, so that everyone connected to the club feels like they belong to the same Arsenal family. We believe that diversity of background, skills and experience drives our success on and off the pitch. Disability Confident LeaderWe are a Disability Confident Leader. We actively welcome and encourage applications from people with disabilities and long-term health conditions. If you need disability-related adjustments to the recruitment process, please indicate this in your application.If you are likely to meet the definition of being a ‘disabled person’ according to the Equality Act 2010, you may be eligible to apply for an interview via the Disability Confident Scheme - please indicate this in your application form below. The information you share with us about your health or disability will not be used in recruitment decisions.
Service Desk Analyst/IT Support (Permanent) in London employer: The Arsenal Football Club
At Arsenal, we pride ourselves on fostering a vibrant and inclusive work culture that champions creativity and collaboration. As a Commercial Social Producer, you'll not only have the opportunity to create engaging content that resonates with our supporters but also benefit from generous holiday allowances, professional development programmes, and a flexible hybrid working model. Join us in making a meaningful impact while being part of a team that values diversity and community engagement.
