About this role
Salary: £25,000 - 28,000 per year
Requirements: Previous customer service experienceUnderstanding of Microsoft-based operating systems, particularly Windows 10 and Office 365Experience using and troubleshooting Outlook 365, including permissions, calendar sharing, and delegationAbility to use a call logging system such as SysAid or ServiceNowExcellent communication skills and telephone mannerAbility to document information clearly, concisely, and accuratelyConfidence handling challenging situations, with problem-solving and troubleshooting skillsExcellent organisational and time-management skills, including managing issues of varying severityCommitment to delivering exceptional serviceSelf-motivated, calm under pressure, resilient, energetic, diligent, and results-focused, with a strong sense of ownershipCollaborative approach and ability to consider how technology affects the member and club experienceDesirable: experience or knowledge of the leisure industryDesirable: experience working with outsourced IT hosting providers and technologies such as Citrix, virtual servers, web applications, laptops and desktops, and SQL Server databasesDesirable: knowledge of German, French, Spanish, Italian, or DutchGCSE or equivalent preferredOne year of technical support experience preferredOne year of customer service experience preferred Responsibilities: Act as the first point of contact for clubs, team members, and suppliers, owning and managing IT incidents and service requests through to resolution or escalationReceive, categorise, prioritise, and log incidents and requests from all channels, and manage them within agreed service-level targetsKeep incident records accurate in the IT service management system and manage cases throughout their lifecycleResolve issues using documented solutions or escalate them to the Systems Support Team or suppliers as appropriateCheck and correct incident categories where needed, and follow up with support teams and suppliers on progress and further escalationCommunicate progress and resolution clearly and promptly to stakeholders, including clubs, team members, and leadershipKeep stakeholders informed when incident ownership transfers to Systems Support AnalystsTake ownership of high-severity P1 incidents, including during out-of-hours coverage, and provide thorough handovers between shiftsRecord service interruptions, downtime, and P1 incidents with detailed timelines in the Incident LogIdentify recurring incidents and notify the Service Desk SupervisorMonitor service dashboards and complete daily application and infrastructure checks and seasonal hyper-care checks; identify and report trends to help prevent disruption and improve servicePerform recurring scheduled tasks, including period-end work and direct debit processes, as well as standard business-as-usual tasks such as joiner, mover, and leaver processesCreate and update knowledge base articles and keep service desk documentation current, including known issues, fixes, and support and escalation informationAttend relevant team meetings, including the daily huddle Technologies: CitrixSupportOffice 365SQLServiceNowWebWindowsMatrix More:
We are recruiting a full-time IT Service Desk Analyst reporting to the Service Desk Supervisor. The role is based at our Hatfield office, near London, with travel to our Sheffield main office as required, and is worked in person. Flexible shifts operate between 6 a.m. and 11 p.m. on weekdays, with possible changes to provide additional business support, including weekends and public holidays. The annual salary is £25,000–£28,000. Benefits include company events, a company pension, free and on-site parking, and gym membership. Performance is measured through service outcomes such as first-time fixes, resolution times, stakeholder feedback, completed checks, proactively identified trends, and the quality of knowledge base articles.
last updated 42 week of 2026