IT Support Specialist

7 days ago


Manchester, United Kingdom Travel Counsellors Full time
Role Overview

We are seeking a highly skilled IT Support Specialist to join our team at Travel Counsellors. As a Senior Technology Service Desk Analyst, you will be responsible for providing exceptional technical support and guidance to our global teams.

As a key member of our IT department, you will work closely with application, platform, and security teams to deliver an effective and efficient technical support service. You will be the primary point of contact for resolving IT-related queries and incidents, utilizing strong customer service skills and knowledge of the core Microsoft 365 products.

Key Responsibilities:
  • • Act as the routine point of contact, receiving and handling requests for support, providing investigation and diagnosis and logging incidents and service requests in the Service Management Tool.
  • • Respond to a broad range of service requests, including security and high-priority ticket types, providing support and fulfilling requests to enable a resolution within agreed SLAs.
  • • Take full ownership of issues and deliver outstanding customer service by always being willing to find answers to all questions and act as a point of escalation for more complex issues.
  • • Work within a Microsoft environment of Windows 10, Office365, Azure AD, Teams, and Intune MDM.
  • • Familiarise yourself with and contribute to the IT knowledge base and other information resources, and take every opportunity to self-learn.
  • • Work on a shift pattern Monday to Friday and help ensure the team has adequate rota and office presence.

What We Offer:
  • • A competitive basic salary of £45,000 - £55,000 per annum, depending on experience, plus annual company bonus.
  • • Flexible hybrid working model.
  • • Career development and promotional opportunities.
  • • 25 days holidays (increasing to 28 after 5 years of service).
  • • Enhanced maternity/paternity pay.
  • • Holiday buy and sell (up to 5 days per year).
  • • 3 paid days charity leave.
  • • Company events, socials, and incentives.
  • • 3x annual salary death in service benefit.
  • • Company pension scheme.
  • • Costco membership.
  • • Salary sacrifice, company car scheme.
  • • Cycle to Work Scheme.
  • • Employee Assistance Programme.
  • • Free breakfast, fruit, and hot/cold beverages.
  • • Referral scheme.
  • • Employee discount.
  • • Private medical insurance (taxable benefit) or healthcare cash plan (costs incurred by employees).

About Us

At Travel Counsellors, we pride ourselves on being a company that truly cares and has never wavered from its purpose - to redefine what personal means for a travel business. With over 30 years of experience, we have established ourselves as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 2,000 global independent travel agents to run successful leisure and corporate travel businesses.

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