IT Service Desk Analyst

5 days ago


Horley, Surrey, United Kingdom Gatwick Airport Full time

IT Service Desk Analyst Role Overview

We are seeking an IT Service Desk Analyst to join our team at Gatwick Airport. As a key member of our IT operations, you will provide 24/7 first-line support to our internal and external customers, ensuring excellent customer service and resolving incidents and requests in a timely manner.

Key Responsibilities

  • Log, assign, track, and respond to incidents and requests in accordance with agreed SLAs and priorities.
  • Communicate effectively with customers, colleagues, and third-party suppliers in a professional manner.
  • Ensure all work is carried out and documented in accordance with required standards, methods, and procedures.
  • Provide first-line troubleshooting and continually strive to increase the number of tickets resolved as first-line fixes.
  • Be a visible advocate for excellence in customer service.

Requirements

  • User and Security Group Active Directory administration.
  • Knowledge of Microsoft-based core operating systems, with emphasis on Windows 7/10 and Office 2007/2013, and the ability to build new devices.
  • Experience providing excellent customer service.
  • Experience with using and troubleshooting Outlook 2007 within a network environment.
  • Understanding of Incident and Problem Management.
  • Ability to grasp complex issues and describe them to both technical and non-technical audiences.
  • In-depth experience and understanding of Exchange Management.
  • Experience of using software deployment tools to remotely install software.
  • Understanding of network protocols such as TCP/IP and DHCP.
  • Strong written and verbal communication skills.
  • Experience of monitoring tools like SolarWinds, Nimsoft, etc.

About Working at Gatwick Airport

We value our people and strive to create a workplace where everyone feels comfortable and included. We are committed to diversity, equity, and inclusion and aim to create a place where everyone belongs and has a voice.

Should you require any reasonable adjustments to be made as part of the application process, please contact us directly.


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