IT Service Desk Support Engineer - London - ref. l20006319
We partner with leading operators across the betting industry to produce and build multilingual, best-in-class digital products and content to engage and educate customers. ICS-digital, an international marketing agency including ICS-translate, also operates under the group.
Job purpose:
To provide a professional and proactive desktop support service to our business to business (B2B) customers and our own busy office environments including responsibilities for consumable management, mobile device and asset management, meeting room setup and assistance with Incident Management.This includes the London office and remote support to other offices in the UK and abroad.
This role is part of the Spotlight Sports Group Enterprise IT Department which supports a fast paced expanding Tech department and the Spotlight Sports Group business. The team is responsible for supporting the environments used for developing and providing the company’s digital offering through the website and applications as well as newspaper production systems.
Hours: 37.5 Hour week, On call weekend support (1 week in 4)
Accountabilities:
- End user support for the Spotlight Sports Group staff for hardware, software, infrastructure and telephony requests.
- Administration of user accounts using Active Directory for the internal Windows network, Google Admin for Gmail and Google Docs and in-house systems
- Mobile Device asset management for users’ devices including support and logging the status of the device throughout its lifecycle.
- Supplier order management for consumables and hardware and software provision.
- Ensuring support and operational procedure documents are kept up to date for day to day activities and tasks.
- Maintaining the Configuration Management Database for Racing Post assets.
- B2B 1st line triage and life cycle management
- ITIL Incident Management using a Service Management toolset following an established best practice framework process.
Key relationships:
- Internal Customers – Enterprise IT supports up to 500 desktop users and delivers IT support to the business as a service.
- External Customers – Spotlight Sports Group has a newspaper production (Racing Post), B2B and digital presence to maintain and ensure availability for public customers.
- Resolver Groups – Enterprise IT provide support for internal departments including Development teams.
- 3rd Party Suppliers – Racing Post uses various 3rd party suppliers to deliver its services
Requirements
Essential:
- An interest in learning new technologies and developing knowledge and skills.
- Demonstrable IT technical knowledge and troubleshooting skills - Windows 10, Mac OS, MS Office, Internet browsers (Chrome, IE, Firefox), Networking principles, Gmail and Google Apps.
- Excellent communication skills.
- Strong customer focus and service delivery.
- Work well as part of a busy team.
- Self-motivated and proactive to provide a quality service and support the business.
Desirable:
- IT qualification or degree equivalent.
- ITIL V3 or upwards certification.
- Keen interest and knowledge in horse racing.
- Previous experience of a publishing environment to understand the needs and pressures of customers.
- Exposure to Google Apps for Business and/or any other cloud based technologies
- An in-depth knowledge of Microsoft Office Applications.
Benefits
The position will come with a competitive salary, bonus, 25 days holiday, Private Healthcare and a great pension. We also give you your birthday off. We think we have an amazing working environment and culture and hope you will do too.
We offer a range of well-being initiatives, including private medical insurance, excellent parental leave, a working globally policy, mental health support, assistance programs, and social gatherings. We also provide a pension scheme and various other benefit schemes.Plus, we all get our birthdays off work and enjoy 25 days of holiday per year, as well as the opportunity to buy 5 additional days per year and you can be flexible about when you use your public holidays.
We’ve also got you covered with life assurance and exclusive perks like the Star card and our Step Further Awards (our employee recognition program) to recognise your dedication. For those working via the hybrid model (in the office and at home) we’ve made commuting easier with our Season Ticket Loan and Cycle to Work Scheme.
You can also take advantage of complimentary access to our Racing Post Members Club, complete with an Ultimate Membership. We believe in making a positive impact beyond the workplace, and you'll have the chance to volunteer two days per year with our charity partner, Autism in Racing.