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 are now recruiting for an experienced, customer-focussed Service Desk Analyst to join us at our office in Leyland. 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).

DESIRABLE:

• Experience/certification with cloud technology
• Travel/airline industry experience
  For more information, please click on the job description below.

Our state-of-the art 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 who 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
• 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

• 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 DNS
• Microsoft Office software
• 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
• Telephony/VOIP Systems
• Experience of setting up networked printers
• iPhones 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