Technology Service Desk Analyst

Company	Travel CounsellorsSee more
Address	Manchester, Greater Manchester
Salary	Self-employed
Category	Customer Service

Job description

About Us

Here at Travel Counsellors, our customers, communities and colleagues lie at the heart of everything that we do - and that’s what makes us special. For us, relationships come before transactions, and we are there for our customers, connecting with them on a deeply human level through the moments that matter.

We’ve been changing lives for the past 30 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 2,000 global independent travel agents to run successful leisure and corporate travel businesses. We pride ourselves in remaining a company that truly cares and one that has never wavered from its purpose; to redefine what personal means for a travel business.

Our Travel Counsellors are supported by a team of over 300 super-talented people in our Support Offices to help them create unique, inspiring and exciting experiences for their customers, whilst building lasting personal relationships that bring them back to us, time and time again.

Our unique approach within the workplace – as well as towards customers – has seen us receive numerous awards and accolades, including being named as The Best Place to Work in Travel at the 2022 TTG Travel Industry Awards, placing in the Sunday Times Best Places to Work list 2023 (Large Company) as well as being the first travel company to be awarded the Queen’s Award for Enterprise in the Innovation category!

We are currently expanding at a phenomenal rate – on the back of what is our record year in terms of revenue (over £930m) - and so are looking for outstanding individuals to join our dedicated Head Office team, to help the company continue to flourish.

About the Role

To offer a robust IT support service in a fast-paced IT department to both remote end users and head office colleagues globally. This is a hands-on role requiring a high level of technical expertise, working closely with application, network and security teams, and utilising strong customer service skills.

Acting as a key point of contact to deliver an effective and efficient technical support service to resolve any IT-related queries and/or incidents by reporting issues, requesting information or access and recommending innovative solutions to enable users to quickly return to their duties. You will be encouraged to own issues through to complete resolution, providing an opportunity to input into the whole user experience.

Key Responsibilities and Duties

Acts as the routine point of contact, receiving and handling requests for support, logging incidents and service requests.
Responding to a broad range of service requests for support and fulfilling requests to enable a resolution.
Take ownership of issues and deliver outstanding customer service by always being willing to find answers to all questions, escalating where appropriate.
Providing investigation and diagnosis and promptly dealing with issues.
Providing technical support to our users both onsite and remotely.
Research and seek solutions to problems and document findings in a timely and effective manner.
You will be working on a shift pattern Monday to Friday and you will be able to work flexibly in response to emergencies or support projects which usually happen during out-of-business hours.
Working within a Microsoft environment of Windows 10/11, Office365, Azure AD, Teams and Intune MDM.
Possess a mature and consultative approach, and ability to question the status quo and rethink.

Skills and Experience Required

Collaborates with team members, service and technical escalation points to restore service and/or identify problems. Keeps customers updated and builds personal relationships
Provides technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes). Implement industry best practices.
Knowledge and understanding of ITIL framework and technology Service Management. Outcome-driven, own and see-through to resolution. Ensure customers feel satisfied with service and look to improve continually.
Always do the basics well and build on them. Deliver consistent high-quality work and where appropriate challenge and improve the ways service is delivered by the team.
Any ITIL foundation certifications - desirable
Any Microsoft Certifications – desirable
Any other relevant Service Management certifications – desirable (eg SDI Service Desk Analyst, Comptia etc.

Our Benefits

Working here at Travel Counsellors, we value the hard work and effort that our colleagues put in. Because of this, you can expect a wide range of employee benefits including: