The Business

Ultimate Performance (U.P.) has forged a reputation as the world’s foremost body transformation experts, delivering exceptional client results under the mantra "maximum results, minimum time".

The business has grown to become the world’s only truly international personal training company, with 25 private personal training facilities across the globe and growing.

But U.P. is more than just a gym. We operate world-leading online and virtual personal training, training camps, meal preparation services, as well as develop a range of premium, results-focused supplements. We fund our own research and development; we invest in technology, and we spearhead a range of ground-breaking studies with the world’s leading academic institutions.

This is why Men’s Fitness Magazine describes U.P. as: ‘The Goldman Sachs, Real Madrid and Apple of Personal Training. They’re that far ahead of the field.’

The Role

We are looking for an experienced Service Desk Analyst to join our IT Team. You will be the main point of contact for our employees, providing an outstanding customer service experience.

The role of the Service Desk Analyst is to prioritise and manage incidents and requests that come through the service desk from initial submission through to closure. The Service Desk Analyst will act as the primary point of contact with the business and their main focus should be customer service and communication. It is their responsibility to gather all the relevant information in relation to any raised incidents or requests before categorising, prioritising, assigning, or escalating them out to second and third-line engineers, whilst ensuring that they are dealt with in a timely manner and maintaining good communication with the customer.

The service desk provides IT support to the Manchester Head Office and global business estate via a ticketing system and telephone service. As such, the role entails a good deal of telephone and remote support as well as ticket and queue management.

Ultimate Performance operates a ‘modern workplace’ environment, leveraging the Microsoft 365 Enterprise stack to provide a 100% remote infrastructure. The Service Desk Analyst is responsible for developing, overseeing, and supporting all Microsoft 365 Enterprise and Microsoft Office 365 services.

You should have an excellent understanding of IT Service Management best practices and will play a critical part in ensuring robust support services are rolled out across the business. You will take ownership of tickets relating to incidents and service requests and ensure they are resolved within defined SLAs. This is an exciting opportunity to get involved in a rapidly growing business. As the Operations function grows, there is an opportunity to assist in the growth of the team and ultimately move into more senior technical or leadership positions.

Key responsibilities:

• As a member of the service desk team, provide a central point of contact for the business to report incidents and faults or request IT services.
• Be responsible for logging incidents/requests as tickets and ensure that they are effectively managed through to completion by accurate categorisation and appropriate escalation and that good communication is maintained with the customer throughout.
• Ensure that response times meet or exceed the standards defined in the Service Level Agreement.
• Manage the ticketing system and take ownership the incident, problem, and change management processes
• Be actively involved in maintaining a knowledgebase with up-to-date information for the use of the department and user base.
• Perform day-to-day administration of the Microsoft 365 tenant; licensing, compliance, connectivity and ensure the Office 365 services are performing
• Provide platform and end user support for all key M365 services, including Azure AD, Exchange, Device Management, SharePoint, Yammer, Teams, Endpoint Security, Compliance Management
• Provide IT Service Management for end user services such as equipment procurement, asset management, computer deployment and on boarding, access management, license management
• Produce configuration documentation, user training, and SOP’s

Requirements

• At least 2 years working in ITSM or ITIL based service desk environments.
• Experience supporting a global user base of 300+ across multiple sites.
• Strong experience administering and supporting Microsoft 365 Enterprise technologies, including Azure AD, Exchange Online, SharePoint, OneDrive, Teams, Yammer, Intune, Endpoint Security.
• Demonstratable experience deploying and administering Windows 10 based modern workplace environments.
• Good understanding of network fundamentals and principles.
• Competent managing environments with PowerShell and implementing automation through scripting.
• Excellent communication skills, confident liaising with all levels of management, as well as external customers and suppliers.
• Able to quickly learn about new products and services.
• Have a logical and methodical approach to problem solving, with excellent attention to detail.
• Good organisational and time management skills, able to work to tight deadlines.
• Experience in the creation and review of technical documentation.
• Able to work effectively as an individual or as part of a team, particularly in a project environment, working to tight deadlines and delivering on schedule.
• Excellent attention to detail.

Benefits

• Holiday: 25 days, plus bank holidays.
• Pension: salary sacrifice scheme with employer contribution.
• Simply Health Policy: claim money back on essential healthcare expenses like dental and optical care, remedial or sports massages and physiotherapy treatments.
• Discounts: Employee discounted products, including 40% off our meal delivery service Goodprep, 50% discount on 1-2-1 world-leading personal training sessions at the U.P. Manchester gym, 40% discount on U.P. supplements and protein powder.
• Salary sacrifice schemes: reduce your tax and NI contributions and enjoy non-cash benefits like Cycle to Work and Tech/Home schemes.
• Cash equity plan: cash bonus each year which grows in line with business growth, begins after two years of service.
• Referral policy: bonus incentive for successful referrals.
• Employee assistance programme: free access to mental health guidance, telephone counselling and financial support 24/7.
• Fitness classes: Weekly group training sessions at our U.P. Manchester gym based in Spinningfields.

If you would like to be considered for the Service Desk Analyst position at Ultimate Performance then please click apply today!

Job type: Full-time, permanent

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