IT Service Desk Support Analyst
Location: National Tennis Centre, 100 Priory Lane, Roehampton, London SW15 5JQ
Salary: Up to circa £28,000 per annum, dependent on experience
About British Tennis
There has never been a more exciting time to be involved in British Tennis. The elite game is stronger than ever, with 4 Wimbledon Champions, 4 World No.1s (men’s singles, doubles, wheelchair and quads) the first female top 10 player since 1984 and 2015 Davis Cup Champions. With over 17 million people watching and 5 million playing the game, tennis is the second most followed sport in the country.
Working in British Tennis at the LTA gives the opportunity to build on these successful times and help deliver the mission to get more people playing tennis, more often, through grass-route initiatives across schools, parks and clubs, all inspired by the incredible results being achieved at the elite level of the game.
About the role
We believe in creating a productive and fun working environment which positions us to achieve our goal to grow and sustain British tennis. We use the same ethos in IT to provide outstanding 1 st and 2nd line IT Support, ensuring excellent standards of customer service. The Operations team includes Service Desk Support and Infrastructure Analysts, working alongside the Web and Siebel teams, and supports c.300 Colleagues based at the National Tennis Centre and those in Regional offices across the country.
Key Accountabilities
Performance
· Deal with Colleagues’ 1st / 2nd line IT issues in a friendly, professional and effective way, ensuring proactive and efficient resolution
· Provide cover for the IT Helpdesk (which operates between 08:00 and 18:00, Monday to Friday) and at other prearranged times as requested by management, including support at Major Events if required
· Manage the day-to-day user administration requirements, including: starters, leavers, laptop builds, software installs etc.
· Ensure all reported IT issues are tracked in the Zendesk Helpdesk system
· Ensure our records (telephone lists, Active Directory, software builds, etc.) are up to date and maintained to ensure the best support of our Colleagues
· Install, configure and issue equipment (PCs, laptops, desk and mobile phones, and other mobile devices) set up to a high standard to ensure Colleagues have the tools with which to do their job, with induction and coaching for use of their equipment, including further configuration when required to meet user requirements
· Support our Colleague mobility with issue and support of tablets, smartphones and other devices while being cost and budget aware
· Help to support and maintain the infrastructure at remote offices to meet Colleagues’ requirements
· Maintain and update the Helpdesk “Samanage” system
· Assist with the setup and support of printers
· Assist other members of the team, including the IT Operations Manager, with networking and infrastructure issues as required
· Provide outstanding customer service, responding quickly with true personal ownership and responsibility
Communication
· Communicate and liaise effectively with LTA Colleagues with varied levels of technical understanding
· Communicate with 3rd party ISP for ADSL/other installations
· Communicate confidently with Colleagues, Managers and Executives across the organisation
· Build, manage and maintain strong inter-departmental relationships and communication within the organisation and work in partnership with other team members
Creativity & Problem Solving
· Be the first point of contact for all IT related queries, both hardware and software, using technical knowledge to resolve issues quickly and effectively
· Autonomy & Decision Making
· Escalate complex queries to relevant team members
· Inform the business of any major system downtime and provide updates and progress
· Align work with others in the team to ensure a cohesive and consistent customer service ethos, in line with organisational strategy
General
· Be an ambassador for the vision of British tennis both internally and externally communicating and promoting the strategy and values of the LTA with passion
· Make suggestions to improve the working situation within own area of work and the LTA as a whole
· Value a customer centric work ethic, looking to maintain high levels of customer service
· Be a team player working within own and across teams
Closing date for applications is 25 June 2017
