IT Support Specialist

3 weeks ago

Preston, Lancashire, United Kingdom dnata Full time
Service Desk Analyst Opportunity

dnata Travel Group, a leading travel company, is seeking an experienced Service Desk Analyst to join their team on a fixed-term basis for 6 months. This role offers a unique opportunity to work with a broad range of IT-related projects and activities while providing first- and second-level support to ensure the stable operation of the company's infrastructure.

Key Responsibilities:
  • Manage incidents impacting normal operation, prioritizing tickets based on business impact
  • Respond to queries on product functionality and operations
  • Accurately and promptly enter Service Requests and Incident details into the Service Desk Call Logging System
  • Investigate the cause and resolution of incidents
  • Establish appropriate workarounds to return staff to operational status
  • Provide progress updates to staff and, where applicable, 3rd parties
  • Participate in the on-call rota for managing Major Incidents, coordinating with relevant IT teams and external suppliers, and providing frequent updates to business and end-users
  • Escalate incidents as required prior to SLAs being breached
  • Update the Service Desk Knowledge repository and technical training material
  • Support department moves
Requirements:
  • A thorough knowledge of Microsoft Windows Operating Systems (Win10, Microsoft 365), Active Directory, O365, GPOs, and DNS
  • Microsoft Office software, MS Active Directory/Exchange, Email, and AV security products
  • Experience in troubleshooting desktop and laptop hardware issues, TCP/IP network connectivity issues, Telephony/VOIP Systems, and setting up networked printers
  • iPhones and Android devices
  • ITIL Foundation certification
  • Experience in using an ITSM tool such as ServiceNow or Manage Engine
  • Strong written and oral communication skills
  • A full clean driving license for travel to other UK locations to provide technical support
Desirable:
  • Experience/certification with cloud technology
  • Travel/airline industry experience

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