Service Delivery Analyst
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Closing Date of Applications - 19/02/26
Please note that there are two opportunities available: a full-time permanent position and a 9-month fixed-term contract.
Our Story
Established in 2013, City Football Group is the world’s leading private owner and operator of football clubs, with total or partial ownership of twelve clubs across the world. City Football Group also invests in other football related businesses and serves as a global commercial platform for our partners, whilst fulfilling our purpose of empowering better lives through football on a local and global scale, consistent with what “City” football has meant to people for over a century.
Our Winning Team
Our purpose is to empower better lives through football. We are proud of the role City Football Group clubs play in their localities, delivering positive economic, social and environmental impact through our operations and through programmes and activities that bring about meaningful, lasting change.
This is Your City
As part of our team, you will be entitled to 26 days annual leave (or pro rata depending on the contract type) plus an additional day off for your birthday, private healthcare and a simply health cash plan, an annual discretionary bonus, plus a range of partnership and lifestyle discounts.
Purpose
The individual will work as part of CFG’s Service Desk team which is responsible for supporting and maintaining Technology systems and providing efficient desktop support to all business users. The role will be part of a team providing a consistently high level of technical customer service to CFG employees.
Your Impact
- Business Support As part of the Service Desk team, you will be part of a team be providing a high level of support to global users
- Customer Service As the single point of contact for all Technology related matters for the business, the Service Desk handles all incoming queries and help requests from end users. You will provide day to day technical support in an effective and timely manner as part of a Service Desk team.
- Technical Support & Troubleshooting As the single point of contact, the Service Desk Analyst will attempt to resolve technical issues as they arrive where possible. Management of escalated tickets, following through to completion ensuring regular feedback is provided to client through the lifecycle of logged tickets Troubleshoot and resolve incidents relating to Desktop operating systems and mobile devices Provide technical expertise and assistance on ad-hoc assignments
- Event Support Docusign The position will be part of a team who are responsible for providing Support for MCFC & MCWFC fixtures and be required to work regular events such as concerts & first team matches.
What we are looking for
Essential
• 1-2 years’ experience in a 1st Line Support position
• Knowledge of Service Management processes e.g. ITIL
• Excellent level of customer service and demonstratable experience of dealing with senior members of staff
• Demonstratable experience of following policies and procedures in a consistent manner
• Previous experience operating within a Service Desk environment and team, supporting users remotely and managing tickets through an Incident Management tool
• Ability to prioritise and manage workload effectively, managing several open Incidents/Problems and projects simultaneously
• All-round knowledge of Windows and MacOS desktop operating Systems, with specific recent support experience in Windows 10
• Excellent support experience with mobile devices e.g. tablets and smartphones running iOS • Demonstrate security conscious practices
• Working knowledge of current and legacy hardware platforms
• Strong background in supporting full Microsoft Office suite on Windows and Mac platforms, with recent support in Office 2016/365
• Good operational knowledge of Office 365 administration
• Good Knowledge of TCP/IP and Network configuration at a Desktop OS level
• Enterprise level support of Active Directory and Exchange for troubleshooting, configuration and administration activities
• Previous experience in the creation of technical support documentation
• Previous experience of providing technical support for business Technology systems
Desirable
• Good knowledge of SharePoint administration
• Good knowledge of Windows Server Operating systems
• Working knowledge of MS PowerShell
• Experience in delivering support across multiple locations
• Experience with Microsoft Intune Device Management
• Exposure to Infrastructure technologies – Server and Networks etc
• Completed security related certification/s
• Completed ITIL Foundation v4 certificate
• Experience with event support
• Experience of using Microsoft Deployment tools