Tech Service Desk Analyst

Job Description

The focus of this tech service desk analyst role is to offer a robust IT support service in a fast-paced IT department to remote end users and head office colleagues globally.This is a hands-on role, requiring a high level of technical expertise, working closely with application, network and security teams and utilising strong customer service skills.The tech service desk analyst will act as a key point of contact to deliver an effective and efficient technical support service to resolve any IT-related queries and/or incidents by reporting issues, requesting information or access and recommending innovativesolutions to enable users to quickly return to their duties.You will be encouraged to own issues through to complete resolution, providing an opportunity to input into the whole user experience. Main Responsibilities

• Act as the routine point of contact, receiving and handling requests for support and logging incidents and service requests.
• Respond to a broad range of service requests for support and fulfil requests to enable a resolution.
• Take ownership of issues and deliver outstanding customer service by always being willing to find answers to all questions, escalating where appropriate.
• Provide investigation and diagnosis and promptly deal with issues.
• Provide technical support to our users both onsite and remotely.
• Research and seek solutions to problems and document any findings in a timely and effective manner.
• Work within a Microsoft environment of Windows 10/11, Office365, Azure AD, Teams and Intune MDM.
• Possess a mature and consultative approach and ability to question the status quo and rethink.

You will be working on a shift pattern Monday to Friday, and you will be able to work flexibly in response to emergencies or support projects which usually happen during out-of-business hours. Our Benefits Working here at Travel Counsellors, we value the hard work and effort that our colleagues put in. Because of this, you can expect a wide range of employee benefits, including:

• A competitive basic salary + annual company bonus
• Flexible hybrid working model (2 days home, 3 days office)
• Career development and promotional opportunities
• 25 days holidays (increasing to 28 after 5 years of service)
• A Moments That Matter Day (annually)
• Enhanced maternity/paternity pay
• Holiday buy and sell (up to 5 days per year)
• 3 paid days charity leave
• Company events, socials, and incentives
• 3x annual salary death in service benefit
• Company Pension scheme
• Costco membership
• Salary sacrifice, company car scheme
• Cycle to Work Scheme
• Employee Assistance Programme
• Free breakfast, fruit, and hot/cold beverages
• Referral scheme
• Employee discount

Essential Skills

• Collaborates with team members, service and technical escalation points to restore service and/or identify problems. Keeps customers updated and builds personal relationships
• Provides technical support to the organisations internal users of computer applications and hardware (e.g., PCs, servers, mainframes). Implement industry best practices.
• Knowledge and understanding of ITIL framework and technology service management. Outcome-driven, own and see-through to resolution. Ensure customers feel satisfied with service and look to improve continually.
• Always do the basics well and build on them. Deliver consistent high-quality work and where appropriate challenge and improve the ways service is delivered by the team.

Desirable Skills

• Any ITIL foundation certifications
• Any Microsoft Certifications
• Any other relevant Service Management certifications (e.g. SDI Service Desk Analyst, Comptia etc.

Take the first step and apply for this tech service desk analyst role today! About Company Here at Travel Counsellors, our customers, communities and colleagues lie at the heart of everything that we do - and thats what makes us special. For us, relationships come before transactions, and we are there for our customers, connecting with them ona deeply human level through the moments that matter.Weve been changing lives for the past 30 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 2,000 global independent travel agents to run successful leisure and corporate travel businesses. We pride ourselvesin remaining a company that truly cares and one that has never wavered from its purpose; to redefine what personal means for a travel business.Our Travel Counsellors are supported by a team of over 300 super-talented people in our support offices to help them create unique, inspiring and exciting experiences for their customers, whilst building lasting personal relationships that bring them backto us, time and time again.Our unique approach within the workplace - as well as towards customers - has seen us receive numerous awards and accolades, including being named The Best Place to Work in Travel at the 2022 TTG Travel Industry Awards, placing in the Sunday Times Best Placesto Work list 2023 (Large Company) as well as being the first travel company to be awarded the Queens Award for Enterprise in the Innovation category!We are expanding at a phenomenal rate - on the back of what is our record year in terms of revenue (over £930m) - and so are looking for outstanding individuals to join our dedicated Head Office team to help the company continue to flourish.

Keyskills :
Service DeskTech AnalystTech Service