AddressJob Summary:
Location : Stoke on Trent / Manchester / Flexible with some travel
Division : Ticketmaster Sport
Line Manager : Head of Service Desk
Contract Terms : Permanent, 40 hours per week (out of hours on call required, 1 in 3 Saturdays required)
THE TEAM
The Service Desk are a collaborative team that delivers a diverse range of services and practical assistance to clients 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 Sports 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’s
- Develop and maintain excellent relationships ensuring regular client contact
- Remain current with new software/product releases
- Troubleshoot software and hardware issues
- Coordinate networking queries/configurations on behalf of the client
- Updating website configuration and content
- Bespoke data extracts for reporting and CRM purposes
- Bespoke database updates using SQL
- Pre-match access control checks
- User account creation and maintenance
- Payment processing checks and resolution of discrepancies
- Taking ownership and seeing through to the completion complex incidents/requests
- Installation of PCs, printers, and chip and pin devices
- Escalation of cases to the Head of Service Desk where necessary
- Some travel to client sites and other offices
- Any other duties and projects as required by Management
WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)
- Service Desk background or experience in IT services, possessing a “can-do”, service-oriented approach
- IT literacy essential – Windows Office Suite (Word, Excel and Outlook)
- Knowledge of PCs and peripherals
- Knowledge of Ticketmaster Sport XR and associated products
- Service Desk Analyst qualification obtained via the Service Desk Institute
- Understanding of Active Directory and VPN clients
- Ability to write and run SQL queries in SQL Server Management Studio
- At least 12 months experience working as part of a Service Desk
- Fluent in spoken and written English
YOU (BEHAVIOURAL REQUIREMENTS)
- Ability to communicate clearly and precisely in written and verbal form
- Proactive approach to service delivery
- Ability to adapt and reprioritise in a highly pressured working environment
- Exceptional problem-solving ability
- Reliable, adaptable and team-oriented
- Excellent time management and organisational skills
- A positive attitude to change and a willingness to learn
- Solution focused, able to work under minimal supervision and take initiative
- A flexible approach to working hours
LIFE AT TICKETMASTER
We 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 team.
Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent.
Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.
EQUAL OPPORTUNITIES
We 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.
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