The IT department is responsible for the design, build & support of the Club's IT systems, telephony and supporting infrastructure and network.
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.
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.
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
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.
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
Must be able to demonstrate an interest in IT technical and Service Desk related activities.
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.
Support the growth of the Arsenal Direct business & improve customer satisfaction, by responding to customer emails received through the Arsenal Direct (Home Shopping) inbox.
Reports to: E-Commerce Copywriter & Product Executive
MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION
None - On the job training will be provided
Experience of working within a customer facing environment is essential
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.