GLL is looking for a 2nd Line Service Desk Analyst to work at Our Head Office, Woolwich, Southeast London. If you have the skills and ambition to join us as a2nd Line Service Desk Analyst, there has never been a more exciting time to join us. This is more than a job as a 2nd Line Service Desk Analyst job; it is a career.
We are seeking a talented and experienced 2nd Line Service Desk Analyst to join our customer support services desk. In this role, you will be responsible for providing advanced technical support, troubleshooting complex issues, and ensuring seamless IT operations supporting 1st Line Service Desk Agents & Analyst.
What you’ll do:
Manage incoming support requests via ticketing system.
Investigate and troubleshoot tickets to resolution
Alongside 1st and 3rd line colleagues identify and prioritise global issues
Manage incoming phone calls, creating linked tickets
Wok to defined SLAs.
Review internal documentation (Knowledge base) identify updates
Create new internal documentation
Work with third party system providers ensuring issues are logged with ample detail and followed up
Attend support calls with third party suppliers alongside 3rd Line
Deliver system training for 1st Line
Review and propose updates and changes to ticketing system
As a leader within the leisure industry, we can also offer scope to progress your career, and job variety like nowhere else.
What you need:
Demonstrated experience in problem management
Prior experience within an IT Service Desk
Prior experience working with a ticket Management system (Zendesk, Service Now etc.)
Excellent trouble shooting and problem-solving skills
SaaS Support experience
ITIL Foundation (Desirable)
Microsoft 365 knowledge
As a charitable social enterprise owned by its staff GLL has a great range of benefits for its employees:
A salary of from £34,810.67 to £38, 337.25 per annum
A value driven organisation
Learning & development to support career development
Good pension schemes
Discounted gym membership for you and your partner
The opportunity to join the GLL Society and have a say on how we are run plus associated events
Exclusive discounts on our villas in Portugal
Exclusive discounts on our Ski chalets in Bulgaria
Career Pathways, professional development is just the start. To ensure your stay on top of your game we provide training with practical and theory elements too
Discounts across thousands of retailers (GLL Extras)
25% off Red Letter Days
25% off Buy a Gift
20% off GLL spa experience treatments and associated products
Ride to work scheme
Free eye tests and discounted glasses
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 up 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 work 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 well being 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 will 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.