IT Service Desk Analyst

5 months ago

Preston, United Kingdom dnata Full time

dnata Travel Group, part of the Emirates Group, includes the brands of Gold Medal, Netflights, Travelbag and Travel Republic.

We are now recruiting for an experienced, customer-focussed Service Desk Analyst to join us at our office in Leyland on a fixed term basis for 6 months.. In this role you’ll have exposure to a broad range of IT related project and activities whilst providing first / second level and desktop support to ensure the stable operation of our infrastructure.

This role is hybrid based 3 days in the office each week and 2 days remotely (dependent on operational needs).

Key Tasks

Managing incidents impacting normal operation – prioritising tickets based on business impact  Responding to queries on product functionality/operations Accurately and promptly entering Service Requests & Incident details into the Service Desk Call Logging System  Investigating the cause and resolution of incidents Establishing appropriate workarounds to return staff to operational status Providing appropriate progress updates to both staff and where applicable 3rd parties Be part of the on-call rota for managing Major Incidents including coordinating with relevant IT teams & external suppliers whilst providing frequent updates to business & end-users Escalating incidents as required prior to SLA’s being breached Updating Service Desk Knowledge repository & technical training material  Department moves

To be considered for this role, we need you to have the following skills, experience and qualifications: 

A thorough knowledge of the following Microsoft Windows Operating Systems (Win10, Microsoft365)Active Directory, O365, GPO’s and DNSMicrosoft Office softwareMS Active Directory/ExchangeEmail and AV security productsExperience in troubleshooting desktop and laptop hardware issuesExperience in troubleshooting TCP/IP network connectivity issuesTelephony/VOIP SystemsExperience of setting up networked printersiPhones and Android devices ITIL Foundation certified Experience in using an ITSM tool such as ServiceNow or Manage Engine Strong written and oral communication skills  Full clean driving license as this role will involve travel to other UK locations to provide technical support

Desirable:

Experience/certification with cloud technology  Travel/airline industry experience

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