Aviation IT Service Desk Analyst

MAG (Airports Group); Manchester; Hybrid; GBP 25,000 - 36,000; Full time

Benefits offered by this job

Flexible pension up to 10%

Free parking

Subsidised public transport

Employee discounts

Two volunteering days per year

Free Virtual GP 24/7

Care Concierge service

Job summary

MAG is seeking a Service Desk Analyst to be the first point of contact for technology support across the business. You will deliver a professional, friendly service to colleagues and airport stakeholders, resolving incidents and requests to keep operations running smoothly.

You'll diagnose issues, prioritise tickets, and escalate when necessary, while collaborating with internal teams and third-party providers. A strong customer-service mindset is essential.

Qualifications

• Experience in customer service or IT support.
• Strong written and verbal communication skills.
• Familiarity with incident management and troubleshooting.
• ITIL knowledge is a plus.

Responsibilities

• Act as first point of contact for IT incidents and requests.
• Provide professional, customer-focused IT support to colleagues and stakeholders.
• Diagnose, prioritise and resolve tickets or escalate as needed.
• Collaborate with IT teams to maintain service continuity.
• Document resolutions and contribute to knowledge base.

Skills

Customer service

Incident management

IT support

Communication

Problem solving

Tools

ServiceNow

Active Directory

Windows

Microsoft Office

Job description

MAG is seeking a Service Desk Analyst to be the first point of contact for technology support across the business. You will deliver a professional, friendly service to colleagues and airport stakeholders, resolving incidents and requests to keep operations running smoothly.

You'll diagnose issues, prioritise tickets, and escalate when necessary, while collaborating with internal teams and third-party providers. A strong customer-service mindset is essential.