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IT Service Desk Analyst


Manchester, GB

Opening Date:  04-Jan-2022
Full Time / Part Time:  Full Time
Contract Type:  Permanent

Job Description

Role Title: IT Service Desk Analyst

Reports to:  IT Service Desk Team Leader

Division: Corporate Services

Department: Information Technology


Closing Date for Applications: 25th January 2022

Role specific purpose:     


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:


Business Support

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


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.


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



City Football Group promotes equal opportunities in employment and we positively welcome applications from all candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.

We will screen all applicants and select candidates whose skills and experience seem to meet our needs. We will carefully consider your application during the initial screening and will contact you only if you are selected for an interview. 

Employment is subject to the provision of proof of eligibility to work in the UK.

Due to our safeguarding promise, all UK based CFG roles will be subject to a DBS check upon commencing employment with us. This will be either a basic, standard or enhanced check depending on the job role and responsibilities.

If you have any further questions about the role or your application, please contact Careers@CityFootball.com


Job Segment: Service Desk, Technical Support, Information Technology, Help Desk, Customer Service, Technology

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