2nd Line IT Service Desk Anaylst - Preston, United Kingdom - dnata

dnata

Verified Company

Preston, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

dnata Travel Group, part of the Emirates Group, includes the brands of Gold Medal, Netflights, Travelbag and Travel Republic.

We are now recruiting for a 2nd Line IT Service Desk Analyst to join our onsite IT Service Operations team based in Leyland (Lancashire).

In this role, you'll provide second level desktop support, ensuring the stable operation of our organisation's infrastructure to agreed KPIs, SLAs - this includes both internal and external customers.

You'll have exposure to a broad range of IT related project and activities.

Occasional travel to other locations may be required to provide technical support. This role is mainly Monday-Friday between 8am and 6pm, with some weekends and being part of the on-call rota.

Key Tasks:

Responding to incidents impacting normal production operation prioritise 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 24/7 oncall rota for managing Major Incidents including coordinating with relevant IT teams & external suppliers whilst providing frequent updates to the business & endusers
Escalating incidents technically and to management as required, prior to SLA's being breached
Adhere to all company policies and procedures
Update 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 working in an IT Service Desk role
A thorough knowledge of Microsoft Windows Operating Systems (Win10, Microsoft365)
Active Directory, O365, GPO's and DNS
Microsoft Office software
MS Active Directory/Exchange
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

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
Lowcost health care for you and your family
Employee Assistance programme
Ongoing development we have an inhouse 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 popup shops
Cycle to work scheme
Long service awards
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