IT Support Analyst - Sport Travel

Destination Sport; Manchester, London; On-site; GBP 25,000 - 45,000; Full time

Job description

Destination Sport

IT Support Analyst

This role is based in our Manchester office; you must live within a commutable distance. Occasional domestic/international travel to remote offices.

Welcome to Destination Sport Group where we set the global standard in sports travel, offering a uniquely holistic approach to partnerships not seen before. Our unique global sports travel business offers our partners the very best in everything they need in order to succeed. We are proud to have 7 market-leading sports travel companies in our group, helping millions of customers to enjoy sport. https://destinationsport.com/

Our new IT Support Analyst will be responsible for ensuring the reliable running of the IT systems throughout Destination Sport Group through both proactive and reactive action. Provide technical support and technical project delivery to both the internal IT team and wider Business Stakeholders.

This is a varied & hands-on role, as our new IT Support Analyst you will:

• Work with our 7 sport companies within Destination Sport to ensure our Desktop estate across all sites is maintained. Resolve any incidents, problems, or requests associated with the below:
• Desktop / Laptop Builds using modern deployment techniques.
• Mobile Device builds (phones)
• Ordering of Hardware / Software Licences from suppliers.
• Azure Active Directory (Entra ID)
• Microsoft Intune Device Management
• Software Installs/Support
• Automated Software Deployment
• Print Management
• Microsoft 365 Applications including Exchange Online
• Email / Web Filtering Software
• Anti-Virus and other security-related software
• Asset management
• Remote Site Management
• System Security

• Take ownership of ticketing process from logging to closure including ensuring all tickets are aligned in correct queues, managed in accordance with ITIL standards.
• Review tickets and prioritise those of high importance and escalate to senior members of the team where required.
• Ensure progress updates are shared with the relevant stakeholders to encourage proactive communication and in turn create a smooth and efficient process.
• Work closely with the existing IT Infrastructure Manager and wider team to ensure security for office-based & remote workers. As an ISO27001, BS10012, ISO22301, and Cyber Essentials Plus accredited business you must always carry out your role according to company IT policies.
• Assist with the handling of confidential information by ensuring appropriate file permissions are set.
• Have an awareness of Microsoft 365 Configuration and Azure Active Directory (AD)/Entra set-up to ensure changes are as per company policy and comply with existing conventions.
• Verify AV set-up is as per company policy including memory stick blocking, etc.
• Assist with user education by advising end users of best practices and offer technical advice if appropriate.
• Check and be ready for disaster recovery or business continuity plans to be brought into action.
• Carry out critical checks that enable proactive action to prevent any significant failure.
• Act as a key technical support to assist with Technical Project Delivery for both IT & business-driven projects i.e., rollout of new technical solutions, network links upgrades & branch moves.

To be successful within this role, our ideal candidate will:

• Demonstrate a passion and enthusiasm for IT and IT-related products.
• Have experience in a similar customer-facing IT role within a fast-paced commercial organisation.
• Have a solid understanding of identifying IT risks and the importance of suitable mitigations - escalating to senior members of the team where required.
• Demonstrate knowledge and experience of Active Directory/Azure AD (Entra ID).
• Be proactive and able to take ownership of processes with minimal follow-up.
• Be able to provide friendly internal customer service via email, phone, and face-to-face even when under pressure.
• Have previous working knowledge of AV systems/Security Software and their importance in a modern IT Operation.
• Demonstrate an exceptionally high level of attention to detail and organisation.
• Be a proactive communicator with the ability to communicate with team members based worldwide and at all levels of seniority.
• Have previous working knowledge of Windows 10/11 System Administration and Desktop Imaging / Autopilot.
• Be able to produce meaningful IT and process-related documentation.
• Have previous working knowledge of Microsoft Office 365 and its administration of the suite of applications.
• Be a collaborative team member who is able to work as part of a wider team.

Highly desirable:

• Basic Business Continuity Awareness and how IT can play a crucial role.
• A general understanding/knowledge of Cloud Technology i.e., Azure and SaaS-based solutions.
• Knowledge of SharePoint Administration experience of working as part of a team on Technical Project Delivery.
• Experience of working as part of a team on Technical Project Delivery.
• ITIL Foundation or general knowledge of ITIL processes.
• IT-related courses / Qualifications.