Technical Services Analyst

<h3><strong>The Role</strong></h3><hr><p>We are looking for a <strong>Technical Services Analyst</strong> to provide day-to-day technical support as part of our IT Service Desk team. In this role, you will handle requests and monitor resolution activity, delivering world-class service and assistance across our club’s internal IT systems.</p><p>This is an exciting opportunity to support our internal IT infrastructure by delivering and facilitating IT services to meet the needs of our club. You will help maintain current systems and processes, provide professional support to internal colleagues, and promote the Service Desk Team as a proactive and recognised business partner.</p><h3><strong>Who we are</strong></h3><hr><p>We are one of the most famous clubs in world football, with a rich heritage and history of success – read more about our history, <a target="_blank" href="https://www.arsenal.com/history">here</a>.</p><p>Beyond that, we are passionate about our <a target="_blank" href="https://www.arsenal.com/community">local community</a> and, behind the scenes, we have a wide variety of opportunities and career paths for all. We have a very defined purpose: to act for a winning team, culture and community. We achieve this by ensuring we are courageous in the pursuit of progress, we champion our community and each other, and that we do the right thing (even when no one is looking).<br></p><h3>Our Commitment to Safeguarding</h3><hr><p>We are committed to ensuring that our environments for children, young people and adults at risk remain safe and inclusive. We therefore require successful candidates to complete a DBS check and other essential background checks prior to starting their employment. Depending on the responsibilities of the role, a DBS will be either a basic, standard, or enhanced check.<br></p><h3><strong>Your day-to-day</strong><br></h3><hr><ul><li><p><strong>Provide professional technical service</strong> - you will deliver proactive and professional technical maintenance, handling incoming IT queries across all club communication channels</p></li><li><p><strong>Assist with escalation management</strong> - you’ll take ownership of user problems, ensuring that all issues are addressed effectively, escalating to the next level of support where necessary</p></li><li><p><strong>Offer club-wide network assistance</strong> - you will accurately monitor our club’s IT landscape, supporting Wi-Fi and Cisco networks through maintenance, patching and diagnostics</p></li><li><p><strong>Update service records and document activity</strong> - you’ll create and maintain service catalogue entries,