Global IT Service Desk Analyst (Hybrid)

Travel Counsellors; Manchester; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Competitive salary + annual bonus

Flexible hybrid working

Career development opportunities

25 days holiday (28 after 5 years)

Enhanced Maternity/Paternity pay

1 day paid charity day

Company events and incentives

3x salary death in service benefit

Pension scheme

Private Medical Insurance orHealthcare

Free breakfast and beverages

Job summary

Travel Counsellors is seeking an IT Service Desk Analyst to provide high-quality 1st and 2nd line IT support across the organisation globally. You will own incidents from logging to resolution, adhering to ITIL practices, and escalate where needed, while contributing to automation and self-service initiatives.

The role requires hands-on technical capability with Windows, 365, Entra ID, Intune, VPN and security controls, plus a customer-focused mindset.

Qualifications

• ITIL 4 Foundation certification, or equivalent knowledge and practical experience of ITIL service management principles.
• Demonstrable experience providing technical support in an IT Service Desk, IT Support or similar technology support environment.
• Demonstrable customer service experience, with the ability to communicate clearly and professionally with users.

Responsibilities

• Provide customer-focused 1st and 2nd line IT support across agreed service channels.
• Log, categorise, prioritise and manage incidents, service requests and access queries in line with ITIL processes.
• Own tickets through to resolution or effective escalation, meeting agreed SLA and OLA targets while maintaining accurate records and proactive communication.
• Diagnose and resolve issues across Windows, Microsoft 365, Entra ID/Active Directory, Intune, MFA, VPN, network connectivity, devices and business applications.
• Complete approved access, joiner, mover and leaver activities, device provisioning, asset management and onboarding/offboarding tasks securely and accurately.
• Escalate issues requiring specialist expertise to the appropriate Application, Platform, Infrastructure, Network, Security, Identity, Project or supplier support team, retaining responsibility for ticket progression and user communication.
• Contribute to problem, change and major incident activities, including investigation, testing, deployment support, technical documentation and early-life support.
• Apply least-privilege, data protection and information security requirements, escalating suspected security incidents or control exceptions promptly.
• Create and maintain high-quality knowledge articles, support guides and self-service content, and provide user guidance or training where required.
• Identify opportunities to improve automation, self-service and support efficiency, using approved AI tools responsibly and in accordance with company policy.
• Contribute to service improvement, supplier liaison, backlog reduction, ticket quality and customer satisfaction.
• Support the achievement of agreed service measures, including SLA/OLA performance, first-contact resolution, customer satisfaction and accurate service records.
• Work flexibly within agreed service hours, shift arrangements and out-of-hours support requirements.

Skills

Customer service

Technical support

Communication

Tools

Windows

Microsoft 365

Entra ID/Active Directory

Intune

MFA

VPN

Networking basics

Job description

Travel Counsellors is seeking an IT Service Desk Analyst to provide high-quality 1st and 2nd line IT support across the organisation globally. You will own incidents from logging to resolution, adhering to ITIL practices, and escalate where needed, while contributing to automation and self-service initiatives.

The role requires hands-on technical capability with Windows, 365, Entra ID, Intune, VPN and security controls, plus a customer-focused mindset.