Service Desk Analysts: Looking for a role that challenges you?
We're looking for someone with a mature and consultative approach and the ability to question the status quo and rethink to offer a robust IT support service to remote end-users and head office colleagues globally.
Role Overview
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.
You will be encouraged to own issues through to complete resolution, providing an opportunity to input into the whole user experience.
As a Service Desk Analyst, you will work 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.
Key Responsibilities and Duties
- Act as the routine point of contact, receiving and handling requests for support, 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.
- Investigate, diagnose, and promptly deal with issues, documenting findings in a timely and effective manner.
- Work within a Microsoft environment of Windows 10/11, Office365, Azure AD, Teams, and Intune MDM.
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
- Knowledge and understanding of ITIL framework and technology Service Management.
- Outcome-driven - owns issues and sees them through to resolution; keeps customers updated, builds personal relationships, and ensures customers feel satisfied with the service provided.
- Always does the basics well and builds on them; delivers consistently high-quality work and, where appropriate, challenges and improves the way service is delivered by the team, always looking to improve.
- Experience collaborating with team members and service and technical escalation points to restore service and/or identify problems.
- Experience providing technical support to internal users of computer applications and hardware (e.g., PCs, servers, mainframes), consistently implementing industry best practices.
Desirable Skills
- Any ITIL foundation certifications
- Any Microsoft certifications
- Any other relevant Service Management certifications, e.g. SDI Service Desk Analyst, Comptia, etc.
Don't miss out on the opportunity to showcase and develop your skills; apply for this 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 that's what makes us special. For us, relationships come before transactions, and we are there for our customers, connecting with them on a deeply human level through the moments that matter.
We've 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 ourselves on remaining a company that truly cares and 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 back to 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 Places to Work list 2023 (Large Company), as well as being the first travel company to be awarded the Queen's Award for Enterprise in the Innovation category!
We are expanding at a phenomenal rate - on the back of our record year in terms of revenue (over £930m) - and are looking for outstanding individuals to join our dedicated Head Office team to help the company continue to flourish.