IT Service Desk Analyst
2 days ago
We are seeking an experienced 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 that incidents and requests are properly logged, assigned, tracked, and responded to in accordance with agreed Service Level Agreements (SLAs).
Key Responsibilities- Incident Management: Ensure that incidents are properly logged, assigned, and tracked to resolution, providing timely updates to customers and stakeholders.
- Request Fulfillment: Process and fulfill customer requests in a timely and efficient manner, ensuring that all necessary information is gathered and documented.
- Customer Communication: Provide clear and concise communication to customers, both verbally and in writing, to ensure that their issues are understood and resolved.
- Problem Management: Identify and document recurring issues and work with internal teams to resolve root causes and implement preventative measures.
- Knowledge Management: Maintain accurate and up-to-date knowledge bases to support incident and problem management.
- Technical Skills: Proficiency in Microsoft-based core operating systems, including Windows 7/10 and Office 2007/2013, as well as experience with Active Directory administration and Exchange Management.
- Customer Service Skills: Excellent communication and interpersonal skills, with the ability to provide clear and concise information to customers and stakeholders.
- Problem-Solving Skills: Ability to analyze complex issues and provide effective solutions, both technically and non-technically.
- Teamwork: Collaborative mindset, with the ability to work effectively with internal teams to resolve issues and improve processes.
Gatwick Airport is a leading international airport, serving millions of passengers each year. We are committed to providing a world-class customer experience, and our IT team plays a critical role in supporting this goal. As a member of our team, you will have the opportunity to work with a diverse range of technologies and systems, and contribute to the delivery of exceptional customer service.
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