1st Line Support

Haven; Hemel Hempstead; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Annual bonus

25 days holiday + BH

Discounts on Haven/Warner

Wellbeing support

Learning & Development

Career progression

Job summary

Haven is seeking an IT Service Desk Analyst to join the busy IT Service Desk at our Hemel Hempstead head office. You will be the first contact for IT support, logging and prioritising incidents, and providing first-line resolutions to colleagues across the business.

The role involves a rota including weekends and on-call, with hybrid working. A strong ITIL/ITSM background and hands-on Microsoft 365, Azure and Intune experience are essential.

Qualifications

• Experience in an IT service desk, helpdesk or technical support role.
• Good working knowledge of Windows OS, Microsoft 365, Azure and Intune.
• Hands-on experience with device enrolment and endpoint management.
• ITIL Foundation certification or equivalent demonstrable ITSM/ITIL knowledge is essential.
• Strong troubleshooting and diagnostic skills across hardware, software, network and accounts.

Responsibilities

• Act as the first point of contact for IT incidents and service requests via phone, email and the helpdesk portal.
• Log, categorise and prioritise tickets accurately in line with SLAs.
• Provide first line diagnosis and resolution for hardware, software, network and account related issues.
• Escalate unresolved incidents to 2nd and 3rd line teams with clear information.
• Keep users informed of progress and manage ticket life cycle.
• Support setup, configuration and administration of user accounts, devices and access permissions.
• Maintain and contribute to the knowledge base to drive service desk improvements.
• Identify recurring issues and feed trends back to the wider IT team.
• Work flexibly within the team rota, including weekend hours and on-call shifts.

Skills

Windows OS

Microsoft 365

Azure

Intune

Networking

ITIL Foundation

AI tools

Troubleshooting

Communication

Ticketing system

Job description

**IT Service Desk Analyst****Hemel Hempstead (rota including some weekends and on-call)****Permanent | Full Time****Competitive salary + bonus and benefits****About the role**Are you passionate about technology and delivering great customer service? If so, we want to hear from you! Haven is looking for an experienced IT Service Desk Analyst to join our busy IT Service Desk team, based at our Hemel Hempstead head office.As the first point of contact for IT support across Haven, you will play a vital role in keeping our colleagues connected, productive and supported. From logging and prioritising incidents to resolving issues at first point of contact, you will help ensure every colleague receives a friendly, professional and efficient response.This is a hands-on, customer focused role where strong technical troubleshooting skills, a calm approach under pressure and a genuine can-do attitude make all the difference. You will also have the opportunity to shape how we use AI-powered tools to improve self-service, first-time fix rates and the wider colleague experience.**Your Opportunity*** Act as the first point of contact for all IT incidents and service requests raised via phone, email and the helpdesk portal* Log, categorise and prioritise tickets accurately in line with agreed SLAs* Provide first line diagnosis and resolution for hardware, software, network and account related issues* Escalate unresolved incidents to 2nd and 3rd line teams with clear, complete information* Keep users informed of progress and manage expectations throughout the life of a ticket* Support the setup, configuration and administration of user accounts, devices and access permissions* Maintain and contribute to the knowledge base to drive continuous improvement across the service desk* Identify recurring issues and feed trends back to the wider IT team to support problem management* Work flexibly within the team rota, providing cover across weekdays, limited weekend hours and Bank Holidays* Participate in an on-call rota as required to support out-of-hours incidents**What we’d like you to bring*** Proven experience in an IT service desk, helpdesk or technical support role* Good working knowledge of Windows operating systems, Microsoft 365 and standard business applications* Hands-on experience with Microsoft Azure and Microsoft Intune for device enrolment, configuration and endpoint management* Understanding of core IT concepts including networking, hardware, printing and mobile device support* ITIL Foundation certification, or equivalent demonstrable ITSM/ITIL working knowledge (essential)* Working knowledge of AI-powered tools and how they can improve service desk efficiency and first-time fix rates* Excellent technical troubleshooting and diagnostic skills across hardware, software, network and account issues* Strong verbal and written communication skills, able to explain technical issues in plain language* Confidence using a service desk ticketing system to log, track and update incidents* Microsoft certifications such as MD-102 or SC-401 (advantageous)* Experience within hospitality, leisure or multi-site retail environments (desirable)**Why Haven?**You’ll be part of a forward-thinking, supportive community where ideas are valued, learning is encouraged, and the network you build will power memorable guest experiences for millions every year.At Haven, we’re one great team, united by our passion for creating amazing experiences for our guests and our people. You’ll have access to training, mentoring, and opportunities to grow your career in a supportive, forward-thinking environment.**What’s In It For You?*** 25 Days Holiday + Bank Holidays + Holiday Buy Scheme* Annual bonus* 20% discount on both Haven and Warner Hotels holiday for you, family and friends* Comprehensive wellbeing support* Exclusive discounts with corporate partners* Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees* Enhanced family friendly policies and pay (eligibility criteria applied)**Who are we?**We’re part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.**What’s it like to work with us?**Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves.We operate a hybrid working model, meaning part of your working week will be spent at the office, occasionally on Park, or at external events.**What can you expect during the recruitment process?**The interview process will be up to 3 stages and may contain a presentation or skills test, depending on the role. If you require any support or reasonable adjustments to help you perform at your best during this process, please let us know.Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share.We genuinely care about every candidate’s experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don’t hesitate to reach out to us at [e-mail].**What We Offer**- Holiday allowance that rises with service, plus a ‘Holiday Buy Scheme’- Annual bonus- 20% discount on both Haven and Warner Hotels holiday for you, family and friends- Comprehensive wellbeing support- Access to the Bourne Leisure corporate box at the O2 Arena ,London- Exclusive discounts with corporate partners- Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees- Enhanced family friendly policies and pay (eligibility criteria applied)**How to Apply** We’re committed to fostering a diverse, equitable, and inclusive workplace, and we encourage applicants of all backgrounds to apply. To get started, click apply now and answer a few quick questions, which should take 5 minutes. Once submitted, a member of our team will be in touch.