Service Desk Specialist

Job Summary:jOB DESCRIPTION –Service Desk SpecialistLocation: Stoke on Trent / Manchester / Flexible with some travelDivision: Ticketmaster SportLine Manager: Head of Service DeskContract Terms: Permanent, 40 hours per week (out of hours on call required, 1 in 3 Saturdays required)THE TEAMThe Service Desk are a collaborative team who delivers a diverse range of services and practical assistance to client’s using ticketing technology and associated products. Ensuring brand loyalty whilst promoting an informative and supportive point of contact for all clients, account managers and project management office.THE JOB Working alongside some of the biggest names in Sport using state of the art software, the Service Desk Specialist is required to prioritise and provide timely resolutions to incoming incidents and service requests. Responsibilities include operational support, training, and the installation of 3rd party integrations.The Service Desk Specialist will follow-up as needed with teams and stakeholders to ensure timely resolutions whilst providing a first-class, customer focused service.WHAT YOU WILL BE DOING Ensuring full and accurate details of all interactions are recorded into a call management system whilst responding to incidents and requests within agreed SLA’sDevelop and maintain excellent relationships ensuring regular client contactRemain current with new software/product releasesTroubleshoot software and hardware issuesCoordinate networking queries/configurations on behalf of the clientUpdating website configuration and contentBespoke data extracts for reporting and CRM purposesBespoke database updates using SQLPre-Match access control checksUser account creation and maintenancePayment processing checks and resolution of discrepanciesTaking ownership and seeing through to completion complex incident/requestsInstallation of PC’s, printers, and chip and pin devicesEscalation of cases to the Head of Service Desk where necessarySome travel to client sites and other officesAny other duties and projects as required by ManagementWHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)Service Desk background or experience in IT services, possessing a “can-do”, service oriented approachIT literacy essential – Windows Office Suite (Word, Excel and Outlook)Knowledge of PC’s and peripheralsKnowledge of Ticketmaster Sport XR and associated productsUnderstanding of Active Directory and VPN clientsAbility to write and run SQL queries in SQL Server Management StudioAt least 12 months experience working as part of a Service Desk or Box OfficeFluent in spoken and written EnglishYOU (BEHAVIOURAL REQUIREMENTS)Ability to communicate clearly and precisely in written and verbal formProactive approach to service delivery             Ability to adapt and reprioritise in a highly pressured working environmentExceptional problem-solving abilityReliable, adaptable and team-orientedExcellent time management and organisational skillsA positive attitude to change and a willingness to learnSolution focused, able to work under minimal supervision and take initiativeA flexible approach to working hoursLIFE AT TICKETMASTERWe are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.Our work is guided by our values:Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a teamIntegrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we representBelonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thriveEQUAL OPPORTUNITIESWe are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities. #LI-JCK