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).
Key Tasks
* 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
o Microsoft Windows Operating Systems (Win10, Microsoft365)
o Active Directory, O365, GPO’s and DNS
o Microsoft Office software
o MS Active Directory/Exchange
o Email and AV security products
o Experience in troubleshooting desktop and laptop hardware issues
o Experience in troubleshooting TCP/IP network connectivity issues
o Telephony/VOIP Systems
o Experience of setting up networked printers
o 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
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
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