IT Service Desk Analyst

at  Gatwick Airport Limited

THE OPPORTUNITY:

Are you our next IT Service Desk Analyst. We are looking for someone who can help us redefine what’s possible for are our Information Technology team.
As part of our ‘Grow with Gatwick’ initiative you’ll be provided with plenty of training and support to ensure you’re developing and growing your career.

WHAT’S THE ROLE?

The Service Desk is at the core of IT operations, providing 24/7 first line support across the airport both internally and externally. Focussing on providing excellent customer service, the role handles incident management ad request fulfilment from the first point of contact through to successful confirmation of closure, tracking and managing the progress with internal resolver teams and external 3rd parties. This role requires shift working on a 24 x 7(365) roster.

WHAT YOU’LL BE DOING?

• Ensure that incidents and requests are properly logged, assigned, tracked and responded to in the agreed SLAs on the correct priority.
• Demonstrate clear communication with customers, colleagues and 3rdparty suppliers in a professional manner.
• Ensure all work is carried out and documented in accordance with required standards, methods and procedures, building a consistent knowledge base.
• Provide first line troubleshooting on all incidents, continually striving to increase the numberof tickets resolved as first line fix
• Be a visible advocate for excellence in customer service, whether over the phone or through the Service Now ticket