AI-Driven IT Service Desk Analyst (1st/2nd Line)

Travel Counsellors Limited; Manchester; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Competitive salary

Annual bonus

Hybrid working

Career development

25 days holiday

Enhanced parental pay

Charity day

Job summary

Travel Counsellors Limited is seeking an IT Support Analyst to join our Head Office. This role delivers high-quality 1st and 2nd line support globally, owning incidents from logging to resolution and escalation as needed, aligned with ITIL, SLA, and security controls.

You will troubleshoot Windows, Microsoft 365, Entra ID/Active Directory, Intune and network issues, contribute to knowledge base, and help drive automation and self-service while maintaining excellent user communication.

Qualifications

• ITIL 4 Foundation certification or equivalent knowledge of ITIL service management principles.
• Demonstrable experience providing technical support in an IT Service Desk or similar environment.
• Proven customer service experience with clear, professional communication.

Responsibilities

• Provide 1st and 2nd line IT support across agreed service channels.
• Log, categorize, prioritise and manage incidents per ITIL processes.
• Own tickets through resolution or escalation, meeting SLA and OLA targets.

Skills

ITIL 4 Foundation

IT Service Desk experience

Customer service experience

Education

ITIL 4 Foundation

Tools

Microsoft 365

Intune

Active Directory

VPN

Entra ID

Job description

Travel Counsellors Limited is seeking an IT Support Analyst to join our Head Office. This role delivers high-quality 1st and 2nd line support globally, owning incidents from logging to resolution and escalation as needed, aligned with ITIL, SLA, and security controls.

You will troubleshoot Windows, Microsoft 365, Entra ID/Active Directory, Intune and network issues, contribute to knowledge base, and help drive automation and self-service while maintaining excellent user communication.