Technology Support Desk Analyst

Overview

• Location: CBS Arena, Coventry
• Job Type: Full Time
• Reporting into: Service Desk Manager
• Number of Direct Reports: None
• Salary: £26,000 – £28,000 pa, depending on experience
• Requirements: Includes shift patterns 5 days out of 7 (incl. bank holidays), 7.5 hours per day between 7am – 7pm

About PTI

PTI is a strategy and technology consultancy that helps sport and live entertainment businesses grow profitability.

Our approach combines the revolutionary vision of our Digital Transformation Pyramid with an evolutionary approach. Many of our team have worked client-side and understand the realities of the day-to-day pressures so, we recognise that whilst the endgame is genuinely transformational, we need to move at their pace.

Our clients have all started their journey with us on different parts of the pyramid, but placing short term needs into the context of a broader long-term roadmap enables discussions about “cost” to become discussions about “investment”. Whereas many rush into the “what?” PTI always start with “Why?”

Current PTI Clients include: Arsenal, Everton, London Stadium, Coventry Building Society Arena, Bristol Sport & Ashton Gate Stadium, Premiership Rugby, Six Nations, Oak View Group, Ascot and many more.

We have an agile, fast growing digital-age business, with an ever-expanding client base. Our client work fits the same bill; we are building digital-first 365/24 commercial models built on wide-reaching engagement strategies, a smart digital and data ecosystem and a creative approach to commercialising their audiences all year-round.

About the role

PTI are looking for an ambitious Technology Support Desk Analyst to work as part of our Service Desk Team, based at the Coventry Building Society Arena. If you love sport and love owning the technology performance that can drive business success, we want you on our team!

This is a high-visibility role which involves extensive contact with colleagues across PTI and our clients across the UK. The ability to communicate effectively and to interact with individuals at all levels of the organisation is an essential and exciting part of the role.

The role of Technology Support Desk Analyst provides first and second line technical support along with assisting more senior colleagues with installation and configuration of pre-designed projects. To be successful in this role you will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.

Responsibilities

• Acting as a single point of contact receiving, logging and managing enquires, from our managed customers, via telephone and email
• First and Second line support – troubleshooting of IT related problems from industry standard software and hardware, such as mobile phones, Laptops, PCs and Printers
• Troubleshoot basic network issues such as wireless connectivity and ADSL broadband issues
• Escalate unresolved enquiries to a Technical Consultant or Senior Technical Consultant.
• Log all calls/enquiries in the Service Desk Call Logging system
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Azure Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• To arrange for external technical support where problems cannot be resolved in house.
• Support Technical and Senior Technical Consultants, where required, either remotely or on site with installation projects
• Assist senior colleagues to deliver pre-designed installation and configuration projects, either remotely or on site
• Demonstrate commitment to the company mission and honour the values
• Continuously act as a champion and ambassador of the PTI brand

The Candidate

• Innovative and creative thinker able to approach complicated situations in a simple manner
• Ability to work individually where required with excellent communication skills to collaborate with the team via remote working
• Ability to build and maintain productive working relationships internally and externally
• Strong communication skills including written and verbal
• High attention to detail and capacity to give and receive constructive feedback
• Flexible approach to working hours and duties
• Interested in the sports and entertainment business verticals, able to understand the context of the world in which PTI operates
• Excited by the size of the opportunity to grow internally and embrace the fail fast, learn fast innovation culture of the business

Skills, Qualifications and Experience

• Good general level of education including English & Maths to GCSE or equivalent standard
• Vendor Qualification are not essential but course completions covering Microsoft, CompTIA VMWare, Cyber Security would be helpful
• Incident Management experience – Managing incidents including business expectations and communication
• Azure Admin experience, Managing Users, Groups and Emails
• Experience of working in a fast-paced environment
• Knowledge of Microsoft based operating systems with emphasis on Windows 10/11 and MS Office Suite of applications
• A minimum of one year experience in a support role, handling and resolving tickets
• Excellent organisational skills
• Teamwork and stakeholder management
• Balancing competing demands and working independently and under pressure
• Analytical skills
• Excellent communication skills and telephone manner
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

Benefits

• 25 days holiday
• Private Healthcare
• Company Bonus Scheme
• 6% Employer Pension Contribution
• Social Events