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IT Support Specialist

1 month ago

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

dnata Travel Group, a leading travel company, is seeking an experienced IT Service Desk Analyst to join their team on a fixed-term basis for 6 months. The successful candidate will be based in Leyland and will work in a hybrid environment, with 3 days in the office and 2 days remotely.

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 3rd parties as required.
  • Participate in the on-call rota for managing Major Incidents, coordinating with IT teams and external suppliers, and providing frequent updates to business and end-users.
  • Escalate incidents as required prior to SLA's 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, Microsoft365), Active Directory, O365, GPO's, and DNS.
  • Microsoft Office software and MS Active Directory/Exchange.
  • Email and AV security products.
  • Experience in troubleshooting desktop and laptop hardware issues.
  • Experience in troubleshooting TCP/IP network connectivity issues.
  • Telephony/VOIP Systems.
  • Experience of setting up networked printers.
  • iPhones and Android devices.
  • ITIL Foundation certified.
  • 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.
Desirable:
  • Experience/certification with cloud technology.
  • Travel/airline industry experience.