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IT Service Desk Analyst (maternity cover), Preston
Client: dnata
Location: Preston, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: 55d59b9a29cd
Job Views: 3
Posted: 02.06.2025
Expiry Date: 17.07.2025
Job Description:
dnata Travel Group, part of the Emirates Group, includes the brands of Gold Medal, Netflights, Travelbag and Travel Republic.
We are recruiting an experienced, customer-focused 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 projects and activities while 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 staff and 3rd parties as applicable
* Participating in the on-call rota for managing Major Incidents, coordinating with relevant IT teams & external suppliers, and providing updates to business and end-users
* Escalating incidents as required prior to SLA breaches
* Updating the Service Desk Knowledge repository & technical training material
* Handling department moves
Candidate Requirements
* Thorough knowledge of Microsoft Windows Operating Systems (Win10, Microsoft 365), Active Directory, O365, GPOs, and DNS
* Experience with Microsoft Office software, MS Active Directory/Exchange, Email, and AV security products
* Experience troubleshooting desktop and laptop hardware issues
* Experience troubleshooting TCP/IP network connectivity issues
* Familiarity with Telephony/VOIP Systems
* Experience setting up networked printers, iPhones, and Android devices
* Experience using ITSM tools such as ServiceNow or ManageEngine
* Strong written and oral communication skills
* Full clean driving license, as travel to other UK locations may be required
* Experience or certification in cloud technology
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