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Service Desk Analyst
3 months ago
Summary
Based at Manchester Airport Permanent Role Shift based working - 4 days on, 4 days off . Shifts comprise of 2 days and 2 night shifts We are proud to be a diverse employer, and we welcome candidates from all backgrounds
Why MAG?
At MAG we provide the airport facilities and travel services that people need to connect with the world. As the largest UK owned airport operator, we serve over 60 million passengers a year from Manchester, London Stansted, and East Midlands Airports. With over 270 destinations across the globe, our businesses not only bring people together but also support the prosperity of the regions in which we operate. At MAG, we recognise creating a first-class journey for our customers starts by creating a first-class career journey for our colleagues and we are committed to building inclusive environments in which our people can thrive. Youll also have access to some great benefits including:
6% company contribution pension 24 days holiday plus bank holidays Free parking Subsidised public transport Huge range of company discounts
The role
The MAG Tech Service Desk is the Single Point of Contact (SPOC) between Technology and our operation, colleagues and partners. The Desk handles a wide range of incidents and service requests, from technical issues faced by individuals to system outages that impact the entire organization to requests for access to systems and new hardware.
The Service desk Analyst role is the first line of support regarding any IT related Requests or incidents. The Aim is to deliver world class service, maintain a high first-time fix SLA and perform first initial triage on Requests/Incidents that are raised.
What will make you successful in the role?
Service Desk experience preferable Office365, Active Directory and ServiceNow experience an advantage Good communication skills, written and verbal Good team player and keen to learnService:
Youll have a good understanding of ITIL practices, ideally with ITIL foundation qualification. Youll have an inquisitive mind with the ability to see and solve basic problems. Youll be able to follow and ensure collective adherence to process.
Youve got a strong Team work ethic but the ability to work on your own. Able to work with Accuracy, Attention to detail, Deliver to timelines, Methodical approach. Youll have a sense of ownership & Professionalism.
Youll have experience in a customer service environment with a strong focus on customer service. Youll have strong written and verbal communication skills. Youre keen to go the extra mile. Youll have an understanding of how to troubleshoot and triage issues.
Technology:
Proven experience of IT Service Management toolsets, specifically ServiceNow Comp TIA / Microsoft MIA qualifications, or equivalent experience is desirable but not essential Advanced knowledge of Microsoft office and Windows operating systems Technical knowledge of desktops, laptops, tablet and smartphone configurations Working knowledge of Active Directory