Purpose:

The individual will work as part of CFG's Service Desk team which is responsible for supporting and maintaining IT systems and providing efficient desktop support to all business users.

The role will be part of a team providing a consistently high level of technical customer service to CFG employees.

Accountabilities with Key Outcomes: 

Business Support

As part of the Service Desk team, you will be part of a team be providing a high level of support to global users.

Customer Service

As the single point of contact for all IT related matters for the business, the Service Desk handles all incoming queries and help requests from end users.

You will provide day to day technical support in an effective and timely manner as part of a Service Desk team.

Technical Support & Troubleshooting

As the single point of contact, the Service Desk Analyst will attempt to resolve technical issues as they arrive where possible.

Management of escalated tickets, following through to completion ensuring regular feedback is provided to client through the lifecycle of logged tickets

Troubleshoot and resolve incidents relating to Desktop operating systems and mobile devices

Provide technical expertise and assistance on ad-hoc assignments

Matchday Support

The position will be part of a team who are responsible for providing IT Support for MCFC & MCWFC fixtures.

 Knowledge, Skills and Experience:                          

 Essential

• Minimum 3-5 years' experience in a 2nd Line Support position
• Knowledge of Service Management processes e.g. ITIL
• Excellent level of customer service and demonstratable experience of dealing with senior members of staff
• Demonstratable experience of following policies and procedures in a consistent manner
• Previous experience operating within a Service Desk environment and team, supporting users remotely and managing tickets through an Incident Management tool
• Ability to prioritise and manage workload effectively, managing several open Incidents/Problems and projects simultaneously
• Excellent all-round knowledge of Windows and MacOS desktop operating Systems, with specific recent support experience in Windows 10
• Excellent support experience with mobile devices e.g. tablets and smartphones running iOS
• Demonstrate security conscious practices
• Working knowledge of current and legacy hardware platforms
• Strong background in supporting full Microsoft Office suite on Windows and Mac platforms, with recent support in Office 2016/365
• Good operational knowledge of Office 365 administration
• Good Knowledge of TCP/IP and Network configuration at a Desktop OS level
• Enterprise level support of Active Directory and Exchange for troubleshooting, configuration and administration activities
• Previous experience in the creation of technical support documentation
• Previous experience of providing technical support for business IT systems

Desirable

• Good knowledge of SharePoint administration
• Good knowledge of Windows Server Operating systems
• Working knowledge of MS PowerShell
• Experience in delivering support across multiple locations
• Experience with Microsoft Intune Device Management
• Exposure to Infrastructure technologies - Server and Networks etc
• Completed security related certification/s
• Completed ITIL Foundation v3 certificate
• Experience with event support
• Experience of using Microsoft Deployment tools

Job Impact/Influence Measures:

Direct impact on IT service levels. The Service Desk performance is reported on using various metrics including, response times, fix times and SLA fulfilment.

Direct impact on IT reputation. The Service Desk is the single point of contact for all IT matters, a lot of users will only ever interact with members of the SD team, so it is important that an excellent consistent service is provided.

Direct impact on event success - ensuring specialist technical systems are maintained, online, and capable of supporting a live stadium event

Indirect impact on sporting success - by delivering the best technical solutions available to allow improved team performance.

Decision-making Authority:

The role is not expected to have decision-making authority.

City Football Group promotes equal opportunities in employment and we positively welcome applications from all candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.

We will screen all applicants and select candidates whose skills and experience seem to meet our needs. We will carefully consider your application during the initial screening and will contact you only if you are selected for an interview. 

Employment is subject to the provision of proof of eligibility to work in the UK.

The City Football Group is fully committed to safeguarding children and other vulnerable people across our business. As such, appointment to this post may be subject to Safer Recruitment processes including a satisfactory enhanced disclosure via the Disclosure & Barring Service and prior to taking up the role.

Closing date: 4^th January 2021