IT Service Desk Analyst

Ultimate Performance (U.P.) has established itself as the world’s leading body transformation experts, delivering exceptional client results under the mantra: "maximum results, minimum time."

With 27 private personal training facilities across the globe and a rapidly expanding footprint, U.P. is more than just a gym. Our offerings include world-class online and virtual personal training, training camps, premium meal preparation services, and a range of high-quality, results-focused supplements. We invest heavily in research and development, cutting-edge technology, and collaborate with leading academic institutions on groundbreaking studies.

The Role

We are seeking a proactive and skilled IT Service Desk Analyst with a minimum of one year’s experience in a service desk environment to join our dynamic IT Operations team. Based on-site at our Manchester City Centre Support Office, you will play a pivotal role in ensuring the seamless operation of our IT services across the global business.

Reporting directly to the IT Operations Manager, you will serve as the second line of support, addressing more complex technical issues escalated from other team members.

You will be working from our office in Central Manchester (option to work one day a week from home), our standard working hours are 9am - 5:30pm but you may occasionally need to work an early shift between 7am - 3:30pm.

Key Responsibilities

• Incident Management: Efficiently manage, prioritise, and resolve incoming support requests, ensuring timely and effective solutions to technical issues.​
• Technical Support: Provide second-line support for hardware, software, and network-related issues, demonstrating a deep understanding of troubleshooting methodologies.​
• Mentorship: Offer guidance and support to more junior members of the IT Operations Team.
• Documentation: Maintain accurate records of support requests, resolutions, and procedural documentation to enhance the knowledge base and support continuous improvement.​
• System Maintenance: Assist in the deployment, configuration, and maintenance of IT systems, applications, and infrastructure components.​
• User Training: Conduct training sessions and create user-friendly guides to empower staff in utilizing IT resources effectively.​
• Collaboration: Work closely with the Senior Service Desk Analyst and other IT team members to escalate and resolve complex issues, contributing to team objectives and projects.​
• Compliance: Ensure adherence to IT policies, procedures, and best practices, maintaining the security and integrity of systems and data.​

• Experience: 1+ year in IT service desk or tech support, handling diverse technical issues.
• Technical Skills: Proficient in Windows 10/11, Microsoft Office, and Microsoft 365; Azure AD and hardware troubleshooting preferred.
• Problem-Solving Skills: Strong analytical skills to resolve technical issues efficiently.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users clearly and concisely.​
• Customer Service Orientation: A strong commitment to delivering high-quality support with a focus on user satisfaction.​
• Organisational Skills: Ability to manage multiple tasks effectively, prioritise workload, and meet deadlines in a fast-paced environment.​
• Team Collaboration: Demonstrated ability to work collaboratively within a team, contributing to collective goals and supporting colleagues.​
• Certifications: Relevant certifications such as Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900), Microsoft 365 Fundamentals (MS-900), or ITIL v4 Foundation are desirable but not essential.

At U.P., you are not just taking on a job; you are embarking on a career within a globally recognised organization that values innovation, excellence, and professional growth. As an IT Service Desk Analyst, you will have the opportunity to work with cutting-edge technologies, contribute to impactful projects, and develop your skills within a supportive and dynamic environment.

• 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.
• Hybrid working available: 4 days a week in the office (following your initial training period of 5 days a week in the office).