IT Support Specialist

7 days ago


Preston, Lancashire, United Kingdom dnata Full time

Job Summary


dnata Travel Group is seeking an experienced Service Desk Analyst to join our team on a fixed-term basis for 6 months. As a Service Desk Analyst, you will be responsible for providing first and second-level technical support to ensure the stable operation of our infrastructure.


Key Responsibilities



  • Manage incidents impacting normal operations and prioritize tickets based on business impact
  • Respond to queries on product functionality and operations
  • Enter Service Requests and Incident details into the Service Desk Call Logging System
  • Investigate the cause and resolution of incidents
  • Establish workarounds to return staff to operational status
  • Provide progress updates to staff and third parties
  • Participate in the on-call rota for managing Major Incidents and coordinate with IT teams and external suppliers
  • Escalate incidents before SLAs are breached
  • Update the Service Desk Knowledge repository and technical training material
  • Support department moves

Requirements



  • Thorough knowledge of Microsoft Windows Operating Systems (Win10, Microsoft365), Active Directory, O365, GPOs, and DNS
  • Microsoft Office software and email and AV security products
  • Experience in troubleshooting desktop and laptop hardware issues and TCP/IP network connectivity issues
  • Telephony and VOIP Systems and experience in setting up networked printers
  • iPhones and Android devices
  • ITIL Foundation certification
  • Experience using an ITSM tool such as ServiceNow or Manage Engine
  • Strong written and oral communication skills
  • Full clean driving license for travel to other UK locations

Desirable



  • Experience or certification with cloud technology
  • Travel or airline industry experience


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