GLL is looking for a Senior Service Desk & Automation Analyst to work at Our Head Office, Woolwich, Southeast London. If you have the skills and ambition to join us as a Senior Service Desk & Automation Analyst, there's never been a more exciting time to join us. This is more than a Senior Service Desk & Automation Analyst job; it's a career.
We are seeking a talented and experienced Senior Service Desk & Automation Analyst to join our Service Desk. In this role, you will be responsible for providing advanced technical support, troubleshooting complex issues, and ensuring seamless IT operations, as well as supervising 1st and 2nd Line Service Desk Agents & Analysts.
What you’ll do:
- Maintain great customer service for all support queries and ensure the wider team upholds these standards.
- Supervise 1st and 2nd Line Service Desk Analysts day to day activities
- Resolve more in depth support tickets ensuring necessary knowledge or training is shared with 1st and 2nd line team
- Take ownership of problem tickets and manage the resolution process end to end.
- Act as the internal escalation point for the wider application support team to third-party suppliers such as Open Play, Fitronics, HSO, and others.
- Manage and adhere to SLAs.
- Manage the relationship with support teams of our third-party suppliers.
- Maintain strong relationships with GLL stakeholders.
- Review and manage all application documentation for internal and external use on the knowledge base.
- Review business processes and suggest and implement automation
- Manage communication with business stakeholders and users where applicable.
- Manage 1st and 2nd Line Service Desk Analysts, including absence management, rotas, and personal development.
- Adapt our ticketing software to ensure the best customer experience.
- Take the role of 365 Administrator, focusing on user management and compliance in our tenancy.
- Focus on security within our applications, particularly password and authentication policies.
What you need:
* Support team role experience.
* Team management experience.
* 365 Administration experience (desirable).
* Automation experience
* M365 Certified Administrator (desirable)
* ITIL Foundation.
* 365 Power apps/power shell scripts skills.
* SaaS support.
* Excellent comprehension and attention to detail.
* Ability to manage multiple priorities whilst maintaining a positive attitude under pressure.
* Good interpersonal and team working skills.
* Good written and verbal communication skills with the ability to deliver clear and concise instructions to a wide scope of users.
As a leader within the leisure industry, we can also offer scope to progress your career and job variety like nowhere else.
As a charitable social enterprise and cooperative owned by our staff, GLL is a unique organisation for you to have a career with!
The basics:
* This is a Full time permanent . Hours of work will be negotiated with you in line with the needs of the service; flexible working may be possible. Working from home is not possible in this role.
* We are an accredited Living Wage employer with industry-leading rates of pay.
* We can offer a career, not just a job, with extensive Learning & Development support available.
* A uniform will be supplied and must be worn.
* GLL is Values Driven, not Profit Driven. We work hard to benefit the communities we operate in.
* As a staff-owned organisation, you will be given the opportunity to join the Society and have a stake in your business.
Additionally, GLL offers employees a range of employment benefits:
* Access to a pension scheme.
* Health Assurance and access to Counselling services.
* Access to the tax-efficient Ride to Work bicycle purchase scheme.
* Free annual eye tests.
* Discounted nationwide (over 200 centres) inclusive leisure centre membership for you and your partner. This includes GLL Extras!
GLL Society benefits (if you choose to join the Society after your probation period) include:
* The right to stand for the Society board and to vote for board members to represent you.
* Access to team building and fun events such as treks, concerts, outings, etc.
* Access to a range of benefits exclusive to our people – ask your line manager for details or check out the Intranet.
About GLL:
As the UK’s largest leisure operator and charitable social enterprise, we offer a range of careers for everyone in our local communities. We manage over 400 facilities across England, Wales, and Northern Ireland, including public sport and leisure centres, elite sporting venues, libraries, and children’s centres.
Our people are from the communities we serve and help us make real changes in their local area.
One of our core values is ‘More than a Job’, because working with us opens a wide range of possibilities and opportunities for you, starting with how you work with us. To make sure we are having a positive impact on our people, we also offer some flexible and part-time working options so you can make sure your new job works for you. Subject to vacancies, whether you are after a contractual commitment and a regular work schedule or the freedom of flexible hours, you may be able to choose an arrangement that works best for you and play your part in improving the health and wellbeing of your community.
We offer two different types of work arrangements:
* A permanent employment contract - part time and full time.
* A flexible worker engagement by joining our flexible worker pool.
If you are looking for a regular number of hours that you can work and are flexible to meet the needs of a 7-day-a-week service, then a full-time or part-time permanent contract might be the right choice for you.
So whether your ambitions lie in sport and leisure, events & catering, health & beauty, corporate support, or working with children, you’ll be able to find your ideal new job at GLL.
Passionate about seeing our communities thrive, we invest back into our facilities, projects, and people and are Investors in People Gold Award employer.
However you choose to work with us, you can be sure that you will be a valued member of our team, working with great colleagues, and making a real difference to people’s lives.
We are an inclusive employer. We seek and welcome diversity in our teams. All pay rates are subject to skills, experience, qualifications, and location.
