2nd line IT Service Desk Analyst

at  dnata

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 first / 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 will require some travel to other UK sites; therefore, a full, clean driving licence is essential.

KEY TASKS

• Managing/co-ordinating incidents impacting normal operations – prioritising tickets based on business impact and ensuring they are dealt with in a timely manner.
• Co-ordinating departmental moves
• Responding to queries on product functionality/operations
• Accurately and promptly entering Service Requests & Incident details into the ITSM tool
• 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 technically as required, prior to SLA’s being breached.
• Updating Service Desk Knowledge repository & technical training material.

TO BE CONSIDERED FOR THIS ROLE, WE NEED YOU TO HAVE THE FOLLOWING SKILLS, EXPERIENCE AND QUALIFICATIONS:

• Previous experience of working in an IT Service Desk environment
• ITIL Foundation certified.
• 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.
• Experience in troubleshooting desktop and laptop hardware issues.
• Experience in troubleshooting TCP/IP network connectivity issues.
• Foundation level experience in resolving server related issues
• Telephony/VOIP Systems experience as well as iPhones and Android devices
• Previous experience of setting up networked printers
• Experience in using an ITSM tool such as ServiceNow or Manage Engine
• Knowledge of Microsoft Azure would be an advantage
  For more information, please click on the job description below

Our bright, modern office in Leyland is just 10 minutes from junctions 28 & 29 of the M6. We have some fantastic benefits, making us a great place to work:

• 25 days annual leave, increasing to 28 days after 5 full years of service (+ bank holidays)
• Additional annual leave purchase scheme
• Company pension scheme
• Life assurance
• Low-cost health care for you and your family
• Employee Assistance programme
• Mental Health First Aiders
• Ongoing development – we have an in-house People Development Team
• Travel discounts – we have a dedicated Staff Travel Team to source the best deals for our people
• Industry/social events – including supplier events, office socials & parties and pop-up shops
• Cycle to work scheme
• Long service awards
• Reward & recognition programme
• Belong programme - six Employee Resource Groups (ERGs) that play a crucial role in implementing our DEI strategy
• Volunteer days – one day’s paid leave each year to volunteer with a registered charity
• dnata4good – supporting the local communities we work, live and thrive in
• Refer a friend scheme
• Free eye care tests
• Free Taste Card membership– offering discounts on dining out, movies, attractions, takeaways and online shopping
• Casual dress code
• Free tea and coffee, subsidised on-site restaurant with free Wi-Fi and free car parking