Dnata Travel Group, part of the Emirates Group, includes the brands of Gold Medal, Netflights, Travelbag and Travel Republic.
We’re now recruiting for a customer-focussed Service Desk Analyst to provide second level IT support to our business users. In this role you’ll be providing support on our in-house business applications and Microsoft products alongside end user device support to ensure the stable operation of our organisation.
You will manage and co-ordinate major incidents, collaborating with senior technical teams and suppliers as required, including being part of the on-call rota. This role will give you exposure to a broad range of IT-related projects and activities.
We need someone with previous IT Service Desk experience alongside great communication skills. This role is based in Leyland (Lancashire) and will require some travel to other UK sites; therefore, a full, clean driving licence is essential.
Our hybrid working pattern is 3 days office based each week, and 2 days working remotely.
Key Tasks
1. Manage/co-ordinate incidents impacting normal operations – prioritising tickets based on business impact and ensuring they are triaged and dealt with in a timely manner
2. Co-ordinate departmental moves
3. Respond to queries on product functionality/operations
4. Accurately and promptly enter Service Requests & Incident details into the ITSM tool
5. Investigate the cause and resolution of incidents
6. Establish appropriate workarounds to return staff to operational status
7. Provide appropriate progress updates to both staff and where applicable 3rd parties
8. 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
9. Escalate incidents technically as required, prior to SLA’s being breached
10. Update the Service Desk Knowledge repository & technical training material.
To be considered for this role, we need you to have the following skills, experience and qualifications:
11. Previous experience of working in an IT Service Desk environment
12. ITIL Foundation certified
13. A thorough knowledge of the following applications Microsoft Windows Operating Systems (Win10, Microsoft365) Active Directory, O365, GPO’s and DNS MS Active Directory/Exchange Email and AV security products
14. Experience in managing major incidents, communicating with stakeholders, performing root cause analysis, and driving a resolution
15. Experience in troubleshooting desktop and laptop hardware issues.
16. Experience in troubleshooting TCP/IP network connectivity issues
17. Foundation level experience in resolving server related issues
18. Telephony/VOIP Systems experience as well as iPhones and Android devices
19. Previous experience of setting up networked printers
20. Experience in using an ITSM tool such as ServiceNow or Manage Engine
21. Experience/certification with cloud technology would be an advantage
22. A full, clean driving licence