Airport IT Service Desk Analyst - Customer-Focused Support

MAG (Airports Group); Wythenshawe; On-site; GBP 26,000 - 38,000; Full time

Job summary

MAG (Airports Group) is seeking a Service Desk Analyst to be the first point of contact for colleagues, partners and airport stakeholders needing technology support. You will resolve incidents, handle service requests, and maintain high service levels in a fast-paced environment across Manchester and sister airports.

Applicants should have experience in IT support or customer service, strong communication, and familiarity with incident management and ITIL practices.

Qualifications

• Experience working in a customer service or IT support environment.
• Strong written and verbal communication skills.
• Good understanding of incident management and troubleshooting techniques.
• Excellent attention to detail and a methodical approach to work.
• Ability to prioritise effectively and work calmly in a fast-paced environment.
• Strong sense of ownership and professionalism.
• Experience using IT Service Management tools, ideally ServiceNow.
• Good knowledge of Microsoft Windows and Microsoft Office.
• Working knowledge of Active Directory.
• Understanding of ITIL practices, with an ITIL Foundation qualification being advantageous.
• Collaborative mindset with the confidence to work independently when needed.

Responsibilities

• Acting as the first point of contact for all IT incidents and service requests.
• Delivering excellent customer service and clear communication to users at all levels across the business.
• Taking ownership of incidents and service requests through to resolution or appropriate escalation.
• Diagnosing, categorising and prioritising tickets in line with agreed processes and service levels.
• Working closely with internal technology teams and third-party providers to resolve issues.
• Supporting users face-to-face through booked appointments when required.
• Monitoring alerting systems and identifying potential major incidents before they impact operations.
• Escalating critical incidents appropriately and supporting major incident processes.
• Maintaining accurate records and contributing to the ongoing development of the knowledge base.
• Supporting continuous improvement by identifying trends and recurring issues.
• Helping the team achieve and exceed service desk KPIs and SLAs

Skills

Customer service

IT support

Communication

Incident management

Troubleshooting

Attention to detail

Prioritisation

Ownership

Collaboration

Education

ITIL Foundation (advantageous)

Tools

ServiceNow

Windows OS

Active Directory

Job description

MAG (Airports Group) is seeking a Service Desk Analyst to be the first point of contact for colleagues, partners and airport stakeholders needing technology support. You will resolve incidents, handle service requests, and maintain high service levels in a fast-paced environment across Manchester and sister airports.

Applicants should have experience in IT support or customer service, strong communication, and familiarity with incident management and ITIL practices.