IT Service Desk Analyst

Is the first point of contact for IT requests and incidents within Formula 1, sitting in the IT Infrastructure Team and reporting to the IT Services Manager. Working in a small, close-knit team, the postholder ensures all jobs are logged to the correct team and delivers high-level customer service. The position supports the F1 IT service desk across locations.

• Answer incoming calls and emails to the service desk, logging all requests in Jira Service Desk and assigning them to the relevant team.
• Monitor and maintain logged jobs, reassigning or escalating as appropriate, following up calls and seeing issues through to resolution, while tracking which location support analysts are working from.
• Liaise with users and provide first-line support over the phone for issues such as account lockouts, password changes and basic IT requests.
• Triage tickets, gather all relevant information and complete basic troubleshooting steps.
• Action service requests including issuing equipment, updating security and distribution groups, and answering general IT questions about F1 IT processes.
• Maintain departmental documentation and records, including hardware assigned to users, IT Infrastructure management documentation, and licence renewal and expiration reminders to support business continuity.
• Support users with mobile telephones, acting as liaison with the mobile phone provider, assisting with mobile issues, procuring and setting up mobile devices, and keeping records of numbers, IMEI and contract information up to date.
• Create new user accounts in line with IT policy and SOX compliance, keep Active Directory information correct in line with user changes, create procurement orders as directed while highlighting delays or issues, and liaise with third-party suppliers to procure hardware, software and maintenance.
• Own new starter and leaver procedures, ensuring hardware is ready and IT inductions are delivered for starters, and access is removed, hardware returned and accounts disabled for leavers, consistently across all locations.
• Follow the change management process at all times, ensuring all jobs are logged and passed through the correct approval routes, and ensure compliance with SOX and GDPR regulations within IT Infrastructure.

• Flexible and adaptive attitude.
• Friendly and approachable manner.
• Ability to work in a team.
• Can-do attitude and approach.
• Self-motivated.
• Minimum 1 year experience working on an IT service desk or similar.
• Experience working with Active Directory, Office 365 and Azure.
• Experience with MacBook and Windows laptops.

• Experience working in a customer-facing role.
• Minimum A Levels or equivalent.

• Biggin Hill office location.
• Multi-location IT support environment.

• Private Healthcare scheme.
• Dental Care.
• 4 x Grand Prix Paddock passes per season.
• Enhanced maternity/paternity leave and other family planning policies.
• Free staff shuttle service running to and from surrounding train stations near to Biggin Hill.
• Free healthy snacks in the 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 the role via the 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 additional benefits.