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About the Role
Provide day-to-day technical support as part of the IT Service Desk team, handling requests and monitoring resolution activity to deliver world-class service and assistance across the club’s internal IT systems. Support the internal IT infrastructure by delivering and facilitating IT services, maintaining current systems and processes, providing professional support to internal colleagues, and promoting the Service Desk Team as a proactive business partner.
Responsibilities
- Deliver proactive and professional technical maintenance, handling incoming IT queries across all club communication channels
- Take ownership of user problems, ensuring all issues are addressed effectively, escalating to the next level of support where necessary
- Accurately monitor the club’s IT landscape, supporting Wi-Fi and Cisco networks through maintenance, patching and diagnostics
- Create and maintain service catalogue entries, recording all activities, communications and solutions in line with ITIL incident management processes
- Manage onboarding and off-boarding processes, following asset management, security and access management procedures
- Facilitate the delivery of emerging IT initiatives and projects, keeping all stakeholders informed and providing staff training on the latest developments
- Assist with pre-match and event set-ups, provide matchday support on a rota basis, and assist with out-of-hours events as required
Requirements
- Experience in a fast-paced IT Service Desk environment supporting a large user-base
- Excellent knowledge of Microsoft and Apple operating systems, with an emphasis on Apple OS, iOS and Windows desktop technology
- Thorough understanding of Office 365, from troubleshooting to administration care across Endpoint, Teams and Exchange Online
- Confident in operating and troubleshooting mobile devices, including Android, iPhone and iPad technology
- Proficient in organising tasks and prioritising business needs in a fast-paced, dynamic environment
- Comfortable distilling complex technical information into clear, concise guidance for technical and non-technical stakeholders
- Enthusiastic about delivering essential training across all devices, offering the highest level of service and support to all team members
- Ability to identify problems and conduct technical root cause analysis, offering innovative and effective solutions
- Successful candidates will be required to complete a DBS check and other essential background checks prior to starting employment.
Skills
- Apple OS
- iOS
- Windows desktop technology
- Office 365
- Endpoint
- Teams
- Exchange Online
- Android
- iPhone
- iPad
- ITIL incident management
- Wi-Fi
- Cisco networks
- Asset management
- Security
- Access management
- Communication
- Training
- Problem-solving
- Root cause analysis
Location
- Remote
- Hybrid
Work Type
- Full-time
- Hybrid
Experience Level
- Entry-level
- Mid-level
Benefits
- Exciting reward and recognition scheme
- Generous holiday allowance which increases with length of service
- Great internal learning and development programmes
- Flexible hybrid working model
- Priority access to apply for match tickets
- Competitive health and wellbeing benefits package
- Leading Employee Assistance Programme
- Great discounts with some of our Partners
- Opportunity to play a vital role in delivering ED&I strategy by joining an Employee Network
About the Company
- One of the most famous clubs in world football, with a rich heritage and history of success.
- Passionate about our local community.
- Defined purpose: to act for a winning team, culture and community.
- Values: courageous in the pursuit of progress, champion community and each other, do the right thing.
Equal Opportunity
- Committed to ensuring that environments for children, young people and adults at risk remain safe and inclusive.
- Promoting and embracing equality, diversity and inclusion, so that everyone connected to the club feels like they belong to the same Arsenal family.
- Believes that diversity of background, skills and experience drives success on and off the pitch.
- Disability Confident Leader: actively welcome and encourage applications from people with disabilities and long-term health conditions.
- If disability-related adjustments are needed for the recruitment process, please indicate this in your application.
- Eligible to apply for an interview via the Disability Confident Scheme if likely to meet the definition of a ‘disabled person’ according to the Equality Act 2010 - please indicate this in your application form.
- Information shared about health or disability will not be used in recruitment decisions.