1st Line Service Desk Agent

09 Oct 2021
06 Nov 2021
Contract Type
Full Time

Location: Stoke on Trent, 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 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.


Working alongside some of the biggest names in Sport using state of the art software, the Associate 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 Associate Service Desk Specialist will follow-up as needed with teams and stakeholders to ensure timely resolutions whilst providing a first-class, customer focused service.


  • Ensuring full and accurate details of all interactions are recorded into a case management system whilst responding to incidents and requests within agreed SLA's
  • Develop and maintain excellent client 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
  • Basic data extracts for reporting and CRM purposes
  • Pre-Match access control checks
  • User account creation and maintenance
  • 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


  • Background in client, customer or IT services, possessing a "can-do", service oriented approach
  • Confident telephone manner and ability to instil confidence
  • Computer literate with a strong working knowledge of MS Office, including Excel, Word, and Outlook.
  • Knowledge of PC's and peripherals
  • Proven experience in the learning of new software
  • Experience working in an environment, where attention to detail is imperative
  • Knowledge of Ticketmaster Sport XR advantageous
  • Knowledge of SQL advantageous
  • Fluent in spoken and written English


  • 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


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


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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