IT Support Analyst

2 months ago

Preston, Lancashire, United Kingdom dnata Full time

dnata Travel Group, a leading player in the travel industry, is seeking a skilled and customer-focused IT Service Desk Analyst to join our team on a fixed-term basis.

In this role, you will play a vital part in ensuring the smooth operation of our technology infrastructure. You'll have the opportunity to work with a diverse range of IT projects and activities while providing first- and second-level support to our employees.

This position offers a hybrid work model, combining 3 days in the office with 2 days working remotely (subject to operational needs).

Your Responsibilities
  • Manage incidents that disrupt normal business operations, prioritizing tickets based on their impact.
  • Respond promptly and accurately to user queries regarding product functionality and operations.
  • Record all service requests and incident details meticulously in our Service Desk Call Logging System.
  • Investigate the root cause of incidents and implement effective resolutions.
  • Develop appropriate workarounds to restore staff productivity quickly.
  • Provide regular progress updates to both staff members and, when necessary, third-party vendors.
  • Participate in our on-call rota for managing major incidents. This includes coordinating with relevant IT teams and external suppliers while providing frequent updates to the business and end-users.
  • Escalate incidents promptly to prevent service level agreements (SLAs) from being breached.
  • Contribute to our Service Desk Knowledge repository and technical training materials.
  • Assist with department moves and relocations.
Your Qualifications
  • A comprehensive understanding of Microsoft Windows Operating Systems (Win10, Microsoft365), Active Directory, O365, GPOs, and DNS.
  • Proficiency in Microsoft Office software and experience troubleshooting desktop and laptop hardware issues.
  • Experience resolving TCP/IP network connectivity problems and familiarity with telephony/VOIP systems.
  • Knowledge of setting up networked printers, iPhones, and Android devices.
  • ITIL Foundation certification.
  • Experience using an ITSM tool such as ServiceNow or Manage Engine.
  • Excellent written and verbal communication skills.
  • A full clean driving license is required, as this role may involve travel to other UK locations to provide technical support.
Desirable Skills
  • Experience or certification with cloud technology.
  • Travel/airline industry experience.

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