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IT Service Support Analyst at England Rugby
London, United Kingdom
Job Descrption
Working at the RFU means being part of the ‘bigger picture’ at England Rugby: to be rooted in our purpose, which is to enrich lives, introduce more people to rugby union & develop the sport for future generations. If our purpose resonates with you, and you recognise the value that sport can bring to people’s lives, we’d love to work with you. An opportunity has arisen for an IT Service Support Analyst to join the Technology team on a fixed term basis.
Job Title : IT Service Support Analyst
Department : Technology
Reports to : IT Service Operations Manager
Salary Banding : c.£38,000
Job Level : Implement
Location : Rugby House, Twickenham Stadium
Employment Type : 12-month Fixed Term Contract
Application Information:
- Please submit an anonymised CV and cover letter (i.e. please exclude personal details).
- The closing date for applications is Thursday 9th May at 5pm.
- The RFU reserves the right to close this vacancy early if we receive sufficient applications.
- Applications may be considered whilst this vacancy is advertised.
Nature and Scope:
The Service Operations Team provides technology support to the RFU and its partners. This role responds to incidents logged through the Service Desk relating to the IT systems, providing resolutions within defined SLAs. The role will also involve some proactive work with new projects and evaluation of new IT solutions, creating documentation and populating the IT support knowledgebase.
What will you be doing?
Some key responsibilities include:
- Responding to and resolving incidents through the helpdesk.
- Taking ownership of incidents through to resolution, including potential Problem management.
- Ensuring users are kept informed of the progress of incidents.
- Resolve logged incidents, working to the RFU’s SLAs.
- Use and management of RFU’s Service management software.
- Provide regular communication to users regarding incident status.
- Provide pre-event, and event day support, as well as out of hours support according to a team rota.
- Provide occasional support away from the Twickenham office.
- Carry out scheduled IT administration tasks.
- Prepare and deliver new equipment and provide IT inductions for new users.
- Evaluation and recommendations of new software and hardware.
- Document support and installation procedures.
- Assist the IT Service Operations manager with daily duties and being a point of escalation to the team when required.
- Work directly with Infrastructure team when required to configure devices and appropriate access.
- Work closely with 3rd party supplier and contracts, not exclusively audio and visual equipment
- Actively collaborate with colleagues to contribute to the development and delivery of the current strategic, business and operational plans.
- Act as an ambassador for, and promote the best interests of the RFU, including the promotion of the RFU core values and culture.
- Undertake such other duties as may be required from time to time as are consistent with the responsibilities of the post and the needs of the organisation.
Behaviours & Knowledge:
Your Approach to Life (your behaviours):
- You demonstrate excellent organisational skills, with an emphasis on managing priorities, forward planning, attention to detail and adopting a flexible approach.
- You’re a self-starter, able to work individually or part of a team to ensure the delivery of tasks.
- You possess excellent judgement and the ability to think creatively to navigate through challenges and reach desired goals.
- You’re committed to actively contributing to, and building, an inclusive culture in your role and day to day behaviours.
What you Know:
Essential:
- Commitment to actively contributing and building an inclusive culture in your role and day to day behaviours.
- Must have proven, relevant IT customer service experience.
- Experience with ITSM solutions, such as FreshService, ZenDesk, etc.
- Knowledge and experience using and implement service management processes.
- Must have experience supporting corporate IT including, but not limited to, the following:
- Active Directory Administration
- Windows 10 / 11
- Intermediate to Advanced knowledge of Mac OSX
- Microsoft Exchange Server (version 2007 onwards)
- Microsoft Skype For Business/Teams
- Microsoft SharePoint
- Microsoft Office 365 Administration
- Microsoft Office 2013 / 2016
- Networking skills including Ethernet/TCPIP, patch panels
- Remote connection protocols e.g. VPN tunneling
- PC / Server Hardware Support
- iPhone / iPad Hardware Support
- AV Meeting Room Support
- VIP support experience
- Third Party contractor day to day management
- Effective communication skills.
- A customer-focused attitude, committed to providing world class customer service.
Desirable:
- ITIL Foundation qualification
- Experience with MDM solutions, ideally Jamf
- Experience with IP TV systems, ideally Tripleplay
Additional Information:
- Salaried working hours will be no more than 48 hours a week on average and the rota worked may be subject to change at the discretion and operational requirement of the RFU.
- We want you to have every opportunity to demonstrate your skills, ability and potential. If there is anything we could do to support you through your application or to provide the best environment for your interviews, including assistance or adjustment, please reach out to recruitment@rfu.com.
- During your application, we will ask questions about your identity. This information is considered highly confidential and will not be seen by hiring managers. You can find out more about why we ask these questions here.
To download the full job description for this role, please click here.
About England RugbyEngland Rugby or Rugby Football Union (RFU) is the national governing body for rugby in England. We deliver three core activities, and our purpose is to enrich lives, introduce more people to rugby union and develop the sport for future generations.
Our core activities are:
Our Culture
At England Rugby, one of our core objectives is to drive rugby union to better reflect the diversity of society. We are aware that rugby, and sports in general, has not always been as welcoming an environment for everyone as we would like, and we are working hard to make rugby a more inclusive space for all identities.
We believe hiring people from underrepresented groups into positions at all levels is vital to creating spaces and initiatives that better support those identities. We would love to see applications from disabled people, LGBTQ+ people, people from ethnically diverse communities, people of faith, people from lower socio-economic backgrounds, and women and non-binary people.
We know that representation is more than just getting people through the door, it’s about keeping people by responding to structural barriers relating to identities and valuing the insights that different lived experiences bring. We have network groups that provide peer-to-peer support and drive forward change internally. We support colleagues to develop, and each colleague has access to a personal coaching platform that can provide same-day one-to-one coaching. We are pushing ourselves to create a more inclusive culture every day through role modelling our BACK behaviours which stand for Brave, Accountable, Collaborative and Keep improving.
We know that flexible working is important to our colleagues, so our guiding principles are designed to support everyone to work in the way that suits them, their teams, and the organization in the best way.
We want you to have every opportunity to demonstrate your skills, ability and potential. If there is anything we could do to support you through your application or to provide the best environment for your interviews, including assistance or adjustment, please reach out to recruitment@rfu.com.
What we can offer you
We are proud of the range of benefits we can provide:
- Retail discounts include 30% off Adidas, 20% off Optimum Nutrition, 25% off 02 and many more
- Priority access to purchase match tickets
- 25% discount in Rugby Store and EnglandRugby.com
- 25 days of annual leave and your birthday day off
- Free dental care and free access to the stadium gym
- Life assurance of 4x your basic salary, income protection scheme and Employee Assistance Programme that offers anonymous and confidential, emotional and practical support 24/7
- After 3 months, you will be enrolled in our Aviva pension scheme and we will match and double your contribution up to 10%
- Ride-to-work scheme, eyecare vouchers and season ticket loans
At England Rugby, we want to hear our employees’ thoughts, ideas and feedback on our strategies, new initiatives and our work environment. That’s why we have quarterly meetings called ‘the Voice’ where various topics are discussed, in addition to regular surveys, including our annual D&I survey. We are always striving to create the best environment for our colleagues, and we are proud to present some of our most recent feedback from Feb 2022:
- 85% feel motivated to perform their role to the best of their ability
- 83% feel supported by their Manager
- 90% agree or strongly agree that their Manager empowers and trusts them to deliver while working from home
- 83% feel informed and connected with the organisation
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