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Technical Services Analyst
The Club's Training Ground
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Description

DEPARTMENT DESCRIPTION

The IT department is responsible for the design, build & support of the Club's IT systems, telephony and supporting infrastructure and network.

This encompasses:

  • Business facing application development and project management of systems
  • Application support
  • Service Desk and IT Operations
  • Match day support for IT
  • Infrastructure Management
  • Network design & support

JOB PURPOSE

This role is based primarily at Arsenal's First Team training ground in London Colney, with regular travel to Hale End and the Highbury campus. The primary purpose of this role is to provide hands-on technical support at the Arsenal training grounds as part of the ITIL focused Service Desk function across all IT services. This includes the logging, tracking and support of all training ground support requests, working alone where required.

Flexibility is key as the role will regularly be required to work out of normal office hours, including weekends and bank holidays providing onsite, on call support. This role is highly customer facing, involving the provision of technical services to senior football staff and other internal customers as well as the development of business relationships. There will also be a requirement to assist with cover on the main IT Service Desk as required. Further, there will be proactive involvement in the IT Department's service improvement programme. The role may also include match day support at the Emirates Stadium on a rota basis.

KEY RESPONSIBILITIES

Service Desk & Support Management

To provide proactive technical support and answer incoming support queries via phone, face to face, email or through web self-service.*

Take ownership of user problems and ensure that all issues are dealt with professionally and effectively and escalate where necessary.

Ensure a good understanding and adherence to documented ITIL Incident, Problem and Change management process. Record and update accurately all Service Desk call records.

IT Operations

Proactive monitoring of the Club's IT landscape, identifying issues and logging appropriately. Provide general desktop support

Perform Service Desk operational routines and report any issues, including daily checks and backups, software deployment

Active Directory and Exchange administration.

Ensure an up to date understanding and application of IT policies and procedures.

Comply with Asset Management, Starters and Leavers, and Security and Access Management process and procedures.

Train users as required in Arsenal's IT landscape.

Cross train other members of the Service Desk team and create documentation on specialist technical and/or operational areas as the specialist lead.

Business Relationship Management

Development of Business Relationship Management plans and activities with respect to the Training Ground sites at Colney and Hale End to promote the Service Desk as a proactive and recognised business partner. Build relationships with key stakeholders to understand the business IT needs and identify technical solutions to problems. Report back regularly to the IT Service Desk Manager on developments and progress.

Technical Services Specialism:

Each Systems Analyst to work with the Systems Team and Service Desk Manager in the support, testing, training, documentation, problem management and change control of the following:

Specialism Group - Training Ground Support:

Maintenance and support of all training ground IT hardware, software and connectivity including AFC network LAN/WAN/Wi-Fi configuration and first to second line support for back end IT infrastructure. In depth knowledge of training ground applications including but not limited to football, training, strength & conditioning / medical analysis systems and on site security and media systems.

Match/Event responsibilities and organisation

Pre-match set up and checks

Match day support on a rota basis

Support for out of hours events as required

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Education/Qualifications/Training:

  • Ideally Degree Level (or equivalent)
  • Must have three A Levels (or equivalent) grades A-C in technical or scientific subjects
  • At least two Microsoft Certified Professional (MCP) certificates
  • ITIL Foundation V4 (preferred)

Specific Experience:

Experience of working in an IT Service Desk environment, preferably of a similar user base (500 users) at a blue-chip organisation

Experience of ITIL processes

Experience of the following:

Strong knowledge of Microsoft and Apple based operating systems (Windows 10 and Mac OS).

Experience using, configuring, troubleshooting and administering Office 365 suite.

Active Directory

Experience with using and troubleshooting mobile devices including iPhone/ iPad technology

Printers/ Multifunction Devices Knowledge of networking elements including DNS and DHCP, LAN,WAN and Wi-Fi

Experience of the following technologies would be advantageous (or required as indicated by group specialism)

Cherwell or similar ITIL Service Desk application

Telephony system administration software i.e. Alcatel

GlobalProtect VPN

VOIP technology

Must be able to demonstrate an interest in IT technical and Service Desk related activities.

Abilities/Skills/Knowledge:

  • Able to drive process and performance improvements in a dynamic environment
  • Able to manage conflicting requirements, and multiple demands on time, while prioritising according to business need
  • Highly customer focussed
  • Support users in the use of IT equipment by providing the necessary training and advice.
  • Focus on quality at all times, determined to provide the optimal service under any circumstances
  • Ability to associate multiple issues to one problem and work with the team to resolve the root cause
  • Able to offer innovative and creative yet pragmatic and effective solutions; a lateral thinker who does not compromise delivery and implementation

Closing Date: 03/11/2020

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Customer Service Executive (Casual)
Chapman House
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Description

DEPARTMENT DESCRIPTION

Arsenal Retail is made up of five different areas:

E-commerce (responsible for Online sales within the UK & Globally)

Stores (The Armoury Flagship store, plus 2 others and match day outlets)

Global Licensing (Licensing the right to use the Arsenal brand on products globally)

Stadium tours (Circa 200,000 Stadium visitors, business viewed as a tourist attraction)

Buying & Merchandising (whom source the majority of the products we sell Online & In Store)

Arsenal is one of the largest football clubs in the world by revenue derived from broadcast, ticket and hospitality and commercial sources. The Arsenal brand has incredible strength led by Arsenal Digital, a 30 strong team based building reach and engagement across our fan base, with 38m Facebook followers, 16.2m on Twitter and over 2m Arsenal digital members. The club has also made a significant investment in a leading CRM system to drive incremental revenue through customer insight.

Retail has recently replaced all head office, warehouse and stores systems to provide a strong foundation for growth over the next 5 years. E-commerce has also upgraded to the Hybris (SAP) platform, enabling scalable growth for Arsenal Direct. Alongside this, new A/B testing, payment and delivery systems have been put into place to provide a world-class technology infrastructure to support the e-commerce team.

Additionally, the club is expanding the size and capabilities of the e-commerce team to maximise growth opportunities in the medium term. Ultimately the objective is to develop the best e-commerce business in world football.

JOB PURPOSE

Support the growth of the Arsenal Direct business & improve customer satisfaction, by responding to customer emails received through the Arsenal Direct (Home Shopping) inbox.

RESOURCES MANAGEMENT

Reports to: E-Commerce Copywriter & Product Executive

KEY RESPONSIBILITIES

  • Home Shopping Inbox
  • Respond to emails from customers regarding;
  • Where's my order?
  • Returns
  • Exchanges
  • Stadium Tour queries
  • Escalations from Fan Services
  • Personalisation queries
  • Complaints
  • Bulk orders
  • General enquiries
  • Collaborating with Fan Services, the Warehouse and 3rd parties to resolve customer queries
  • Update shared documents/trackers to monitor our performance
  • Put forward suggestions to reduce customer queries & improve customer satisfaction in the future

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Education/Qualifications/Training:

None - On the job training will be provided

Specific Experience:

Experience of working within a customer facing environment is essential

Abilities/Skills/Knowledge:

  • Strong written communication skills are required
  • Proficiency on Microsoft Office is essential (Outlook/Word & Teams etc)
  • Ability to work quickly and accurately
  • Proactive approach to workload with the ability to work on own initiative but also within a team
  • Excellent organisational skills - Ability to manage their own workload and prioritise accordingly

Requirements

This is a casual contract - based on the following;

Start date: ASAP

End date: Expected to be needed until mid-January 2021

Hours will be agreed on a weekly basis and will vary but we anticipate offering 3-5 days a week, Monday to Friday (8 hours per day)

Candidates must be flexible as hours will vary and are not guaranteed

Arsenal FC is committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Closing Date: 28/10/2020

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Our current vacancies
Technical Services Analyst
**DEPARTMENT DESCRIPTION** The IT department is responsible for the design, build & support of the Club's IT systems, telephony and supporting infr...
Apply Now
Customer Service Executive (Casual)
DEPARTMENT DESCRIPTION Arsenal Retail is made up of five different areas: **E-commerce** (responsible for Online sales within the UK & Globally)...
Apply Now