IT Service Desk Analyst

2 months ago

Horley, United Kingdom Gatwick Airport Full time

IT Service Desk Analyst

To be the airport for everyone whatever your journey

The Opportunity:

Are you our next IT Service Desk Analyst. We are looking for someone who can help us redefine what's possible for are our Information Technology team.

As part of our ‘Grow with Gatwick' initiative you'll be provided with plenty of training and support to ensure you're developing and growing your career.

What's the role?

The Service Desk is at the core of IT operations, providing 24/7 first line support across the airport both internally and externally. Focussing on providing excellent customer service, the role handles incident management ad request fulfilment from the first point of contact through to successful confirmation of closure, tracking and managing the progress with internal resolver teams and external 3rd parties. This role requires shift working on a 24 x 7(365) roster.

What you'll be doing?

Ensure that incidents and requests are properly logged, assigned, tracked and responded to in the agreed SLAs on the correct priority​. Demonstrate clear communication with customers, colleagues and 3rdparty suppliers in a professional manner​. Ensure all work is carried out and documented in accordance with required standards, methods and procedures, building a consistent knowledge base​. Provide first line troubleshooting on all incidents, continually striving to increase the numberof tickets resolved as first line fix​ Be a visible advocate for excellence in customer service, whether over the phone or through the Service Now ticket

Do you have what we're looking for?

User and Security Group Active Directory administration​ Knowledge of Microsoft based core operating systems with emphasis on Windows 7/10 and Office 2007/2013 with the ability to build new devices. ​ Experience providing excellent customer service​. Experience with using and troubleshooting Outlook 2007 within a network environment (permissions, calendar sharing, delegation)​ Understanding of Incident and Problem Management​ Ability to grasp complex issues and describe to both technical and non-technical audiences​. In depth experience and understanding of Exchange Management​ Experience of using software deployment tools to remotely install software e.g. SCCM​ Understanding of network protocols such as TCP/IP and DHCP​ Strong written and verbal communication skills. ​ Experience of monitoring tools like SolarWinds, Nimsoft etc.

What it's like to work at London Gatwick?

At London Gatwick, our people are our biggest asset. We want our people to thrive and have the best experience while working with us. We know we are all at our best when we feel comfortable and included.

We are an organisation that places diversity, equity and inclusion at its heart. Our aim: to create a place where everyone belongs and has a voice, and we recognise we all play an important role in our success.

Should you require any reasonable adjustments to be made as part of the application process please contact us directly.

Click apply to begin your journey, your way with London Gatwick.

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