Service Desk Administrator

Our purpose is… 

To change people’s lives for the better through wellness. We are passionate about supporting people to lead healthy fulfilled lives by providing a space where they can focus on their physical, mental and social well-being. 

Our mission is to create an environment where wellness works for everyone. At Virgin Active wellness is not just about fitness- it’s about creating real experiences that support members in their holistic health journey.

We provide a luxury wellness environment that fosters personal growth, community, and transformation. Our approach is accessible, inclusive, and built on the foundation of social wellness.

Our wellness offering is built on core pillars which define who we are and how we deliver on our promise:

1. Refreshing Real Experiences: Authentic, engaging experiences that inspire lasting wellness.
2. Holistic Wellness: A comprehensive approach integrating fitness, mental health, nutrition, and recovery.
3. Curated Guidance and Progress: Personalized coaching and programs to support sustainable progress.
4. Communities Without Conformity: Diverse, welcoming environments where everyone feels empowered.

• Join Virgin Active as a Service Desk and L2 Analyst where you will be the linchpin of our IT operations, embodying the principles of ITIL to manage incidents and problems efficiently.
• Your role is critical in maintaining the harmony of our IT systems, providing not just solutions but also preventive strategies using ITSM tools like ServiceNow, Jira and Fresh Service. Your goal will be to resolve 80% of issues independently, showcasing your prowess in system management and your passion for continuous learning.
• With this role and team. we aim to establish a vital connection that acts as the cohesive bond between our front-facing Club Land and the supportive Back of House teams.

Your Duties and Responsibilities…

• Incident Manager: Manage incidents effectively, ensuring timely resolution and minimal disruption to services.
• Problem Solver: Investigate, diagnose, and resolve complex issues while working to implement long-term solutions to prevent future occurrences.
• ITIL Advocate: Apply ITIL best practices in incident and problem management workflows, ensuring alignment with service management objectives.
• System Steward: Oversee various systems, ensuring optimal performance and reliability.
• ITSM Specialist: Utilize ITSM tools such as ServiceNow, Jira and Fresh Service for tracking and managing incidents and service requests.
• Knowledge Sharer: Maintain a knowledge base of solutions and contribute to the training of users and peers to reduce future tickets.
• Self-Starter: Proactively learn and master new systems and technologies to perform L2 support functions effectively.
• Resolution Champion: Aim to autonomously resolve 80% of issues logged, demonstrating your ability to manage and troubleshoot effectively.
• This role requires flexibility in working hours to accommodate the dynamic needs of our members and staff.

We can’t live without… (Minimum Requirements)

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Minimum of 2 years of experience in a technical support role, with a focus on supporting web applications.
• ITIL Knowledge: Firm understanding of ITIL frameworks with practical experience in incident and problem management.
• ITSM Tools Experience: Hands-on experience with ITSM tools such as ServiceNow, Jira, Freshdesk, or Fresh Service.
• System Management Skills: Ability to manage and troubleshoot a variety of systems, with a strong track record of resolving issues independently.
• Analytical Thinker: Strong problem-solving skills with an analytical mindset.
• Communicative Clarity: Excellent communication skills to interact with team members and users effectively.
• Adaptive Learning: Commitment to continuous learning and staying abreast of the latest technological advancements. 

We’d like you to have… (Attributes)

• Adaptability (must be able to adapt to a fast paced, changing environment)
• Be curious (must be willing to succeed, seek opportunities to learn and grow)
• Have a winning mentality (must be willing to go over and above to achieve success)
• Must be motivated to achieve success.
• A commitment to making a difference in people’s lives.
• A Growth mindset
• The ability to work independently.
• Trustworthiness (must always act in doing the right thing)
• A drive to create moments of magic for our members.
• The ability to make decisions and take ownership and responsibility for the decision.
• Action orientation

We’d love you to have… (additional skills)

• Wellness knowledge, to engage and inspire others to take a holistic approach to wellness.
• The ability to be agile.
• The ability to be collaborative.
• High Interpersonal skills (EQ)