IT Service Desk Analyst

  • City Football Group
  • Manchester, UK
  • 05 Jan, 2022
Full time Customer Service Digital Premier League

Job Description


The individual will work as part of CFG’s Service Desk team which is responsible for supporting and maintaining IT systems and providing efficient desktop support to all business users.

The role will be responsible for the handling of IT tickets raised, initial diagnosis, resolution and assignment the appropriate member of the team.

Role specific accountabilities:

1. Business Support

As part of the Service Desk team, being part of a team be providing a high level of support to global users

2. Customer Service

As the single point of contact for all IT related matters for the business, the Service Desk handles all incoming queries and help requests from end-users.

It is the responsibility of the Service Desk Analyst to ensure that all tickets are logged, categorised, and assigned to the correct person for action, providing regular updates to the customer where necessary.

3. Technical Support & Troubleshooting

As the single point of contact, the Service Desk Analyst will attempt to resolve technical issues as they arrive where possible.

For more advanced technical issues, detailed information should be received to provide whoever the ticket is assigned with as much information as possible to assist with resolution.

Role specific knowledge, skills and experience:


  • Proven customer service record with a corporate client base
  • Knowledge of user account administration in Office 365
  • Previous experience of working on a helpdesk
  • Minimum 1-year experience in a similar role
  • Excellent communication skills
  • Strong attention to detail in logging support tickets
  • Assertive, confident & professional manner
  • Flexible and adaptable as the business demands
  • Good general IT technical knowledge
  • Experience in Microsoft applications


  • Knowledge of ITIL processes
  • Experience in mobile & tablet devices
  • Experience in supporting Mac operating systems
  • Experience administering user accounts in business applications

Closing Date for Applications: 25th January 2022