Senior Technology Support Desk Analyst

  • Job Type: Full-time
  • Location: Coventry Building Society Arena
  • Reporting into: Support Desk Manager
  • Salary: £28,000 FTE

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

PTI work across a turnkey digital offering; consulting > technology selection > deployment / support > commercialisation. Working in our Venue Tech division, you will be the face of technology for our sporting clients and creating an excellent customer service experiences for fast-paced, 365 businesses.

This is a high-visibility role which involves extensive contact with colleagues across PTI and our client 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.

Job Purpose/Outline of role:

The role of a Senior Technology Support Analyst is to provide Second and Third line technical support along with mentoring Service Desk Analyst and providing a point of escalation.  You will also design solutions for supported customers and help with installation and configuration of complex professional Services 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

  • Act as an escalation point for Technology Support Analysts who have issues that they are unable to resolve. Work with them to transfer knowledge to aid their ability to fix issues without escalation.
  • Create and maintain knowledge base articles and other service documentation as things change.
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
  • Ensure all enquires are kept updated on the Service Desk Call Logging system.
  • Provide troubleshooting of more complex IT related problems from industry standard software and services, such as Microsoft Cloud and On-premise services.
  • Provide troubleshooting of more complex IT related problems from industry standard hardware, such as mobile phones, Laptops, PCs and Printers.
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • 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.
  • Design solutions for supported customers.
  • Demonstrate commitment to the company mission and honour the values.
  • Continuously act as a champion and ambassador of the PTI brand.
  • As a term of your employment you can be required to undertake such other duties appropriate to your post and/or hours of work, as may reasonably be required of you at your initial place of work or at any other of the company’s establishments. As the company works nationally you may be expected to travel, with overnight stays where required.

Benefits

  • 20 days holiday
  • 3% Employer Pension Contribution
  • Laptop
  • Opportunities to attend match days
  • Professional Body of Sports Leadership membership (PBSL)

Future of the Role

The role has significant growth potential, domestically and internationally, supporting the growth of the company.

Skills, Qualifications and Experience

  • Proven analytical and strategic, problem solving and critical thinking skills, able to work in a fast-paced environment
  • Confident communication and presentation skills when speaking with all levels
  • Excellent communication skills both written and verbal
  • Ability to build and maintain productive working relationships internally and externally
  • Ability to translate business requirements into non-technical, layman’s terms
  • Ability to quickly adapt to and learn new concepts and systems
  • Full clean driving licence

Person Specification

Category Requirement E or DAssessment
Education and QualificationsGood general level of education including English & Maths to GCSE or equivalent standardEssentialCV, interview notes
Vendor Qualification i.e. Microsoft or Cisco qualificationsDesirableCV, interview notes
Knowledge and ExperienceIncident Management experience – Managing incidents including business expectations and communication

 

EssentialCV, interview notes
Experience of working in a fast paced environmentEssentialCV, interview notes
Knowledge of Microsoft based services, with emphasis on Microsoft 365, Azure, etc

 

EssentialCV, interview notes
Knowledge of Microsoft based services, with emphasis on Windows Server, Exchange, SQL, etc

 

EssentialCV, interview notes
Skills and CompetenciesExcellent organisational skillsEssentialCV, interview notes
Teamwork and stakeholder managementEssentialCV, interview notes
Balancing competing demands and working independently and under pressureEssentialCV, interview notes
Analytical skillsEssentialCV, interview notes
Excellent communication skills and telephone mannerEssentialCV, interview notes
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

 

DesirableCV, interview notes
Other Requirements:

 

 

 

Full Driving LicenceEssentialCV, interview notes
Ability to communicate effectivelyEssentialCV, interview notes
Ability to relate to all levels of peopleEssentialCV, interview notes
Flexible approach to working hours and dutiesEssentialCV, interview notes
Must be willing to travel and undertake overnight stays if requiredEssentialCV, interview notes
DBS Disclosure Check if required

 

EssentialCV, interview notes
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