Service Desk Advisor

We recognise the value in having people with a variety of backgrounds, experience and skills in our business. That means the role requirements here should be seen as a guide, not a checklist. If you have more, less or different experiences, but really relevant skills, we’d love to hear from you.

We work flexibly and will help you to find a healthy balance of remote working and time in our fantastic Southampton office, collaborating, taking part in events and getting to know people that makes working with us so rewarding. We welcome the opportunity to discuss reduced hours and job share arrangements.

**The Role**

The Service Desk Advisor is critical in providing exceptional service and technical support to our business colleagues. This role requires a significant focus on customer service, backed up by a level of technical analytical skills across a range of products.

The Service Desk provide a face to face service via our Tech Bar as well as a phone line to provide the best possible response to our colleagues. Putting our colleagues at the forefront of our service offering is key to the success of the Service Desk, making Technology accessible and usable.

**You will**:

- Act as the first point of contact for all CUK IT incidents and service requests. Receive, log, resolve or escalate IT incidents using ITSM system following agreed procedures and triage as appropriate, ensuring incidents are resolved as quickly.
- Diagnose faults and service requests referring to 2nd and 3rd line support teams where necessary to resolve incidents. Triage as appropriate, ensuring incidents are resolved as quickly as possible or relevant information is captured and basic remedial action is completed.
- Ensure IT incidents are routed to the appropriate service resolver group or external service provider and ensure ownership is established.
- Identify service affecting trends and applies ITIL processes from incident to problem.
- Promote proactive support actions to prevent errors reoccurring by use of development tools or routing via problem management.

Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK13 and is offered on a full time permanent basis with hybrid working (min. 3 days per week based in our Southampton office).

**About You**

Fresh ideas and different perspectives are what excite us most and help us to succeed. Alongside bringing these to the role, you’ll also need:

- Experience of working multi discipline, medium sized skilled IT Service Desk or service orientated role.
- To demonstrate ability to deliver outstanding service in a busy environment.
- Good understanding of Active Directory, Lotus Notes, Microsoft Office, Collaboration tools such as Zoom and Box, and a basic understanding of the Windows Operating System.
- Incident, Problem and Request Fulfilment disciplines.

Please note that if you have proven experience in a Customer Service environment, where you thrive on working with a wide range of stakeholders, and have a passion for IT systems - we would also love to hear from you.

**Being part of our team has its advantages**

We’re a holiday company so we know there’s more to life than work. Our comprehensive range of benefits are designed to help your personal and financial health and wellbeing.
- Home and office-based hybrid working
- Recognition scheme with prizes and awards
- Employee Discounted Cruising plus Friends and Family offers
- Regular office events including live entertainment, lifestyle events and charity partner fundraisers
- Extensive learning and development opportunities
- Employee-led networks
- Employee Assistance and Wellbeing programmes
- Company paid Health Cash Plan and health assessment
- In-house Occupational Health help and access to digital GP
- Life Assurance
- Parental and adoption leave
- Employee Shares Plan
- Electric Car and Cycle to Work schemes
- Onsite restaurant offering range of healthy cooked and grab and go meals
- Discounted retail and leisure via discounts portal
- Minimum 25 days leave, bank holiday allowance and holiday trading scheme
- Contributory Defined Contribution Pension scheme
- A friendly welcome with help settling in

**About Us**:

- Holidays are one of life’s greatest pleasures. Having the chance to relax, escape and explore is a magical thing. And there is no better holiday than a cruise.

No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the world’s largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain’s rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where c