IT Service Desk Analyst (maternity cover)

dnata; Preston; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the travel industry is seeking an experienced IT Service Desk Analyst for a maternity cover position. Based in Preston, this hybrid role entails providing essential IT support and managing incidents while ensuring operational stability. Ideal candidates will have strong technical knowledge, excellent communication skills, and experience with ITSM tools. Join a supportive team and contribute to critical IT projects across the organization.

Qualifications

• Experience with Microsoft Operating Systems and Active Directory is crucial.
• Strong communication skills required for client interactions.
• Experience troubleshooting desktop and hardware issues valued.

Responsibilities

• Managing incidents and prioritizing tickets based on business impact.
• Providing first/second level desktop support.
• Participating in the on-call rota for managing Major Incidents.

Skills

Microsoft Windows Operating Systems

Active Directory

Troubleshooting

Communication

Microsoft Office

ITSM tools

Education

Experience or certification in cloud technology

Full clean driving license

Tools

ServiceNow

ManageEngine

Job description

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IT Service Desk Analyst (maternity cover), Preston

Client: dnata

Location: Preston, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 55d59b9a29cd

Job Views: 3

Posted: 02.06.2025

Expiry Date: 17.07.2025

Job Description:

dnata Travel Group, part of the Emirates Group, includes the brands of Gold Medal, Netflights, Travelbag and Travel Republic.

We are recruiting an experienced, customer-focused Service Desk Analyst to join us at our office in Leyland on a fixed-term basis for 6 months. In this role, you'll have exposure to a broad range of IT projects and activities while providing first/second level and desktop support to ensure the stable operation of our infrastructure.

This role is hybrid, based 3 days in the office each week and 2 days remotely (dependent on operational needs).

Key Tasks

• Managing incidents impacting normal operation – prioritising tickets based on business impact
• Responding to queries on product functionality/operations
• Accurately and promptly entering Service Requests & Incident details into the Service Desk Call Logging System
• Investigating the cause and resolution of incidents
• Establishing appropriate workarounds to return staff to operational status
• Providing appropriate progress updates to staff and 3rd parties as applicable
• Participating in the on-call rota for managing Major Incidents, coordinating with relevant IT teams & external suppliers, and providing updates to business and end-users
• Escalating incidents as required prior to SLA breaches
• Updating the Service Desk Knowledge repository & technical training material
• Handling department moves

Candidate Requirements

• Thorough knowledge of Microsoft Windows Operating Systems (Win10, Microsoft 365), Active Directory, O365, GPOs, and DNS
• Experience with Microsoft Office software, MS Active Directory/Exchange, Email, and AV security products
• Experience troubleshooting desktop and laptop hardware issues
• Experience troubleshooting TCP/IP network connectivity issues
• Familiarity with Telephony/VOIP Systems
• Experience setting up networked printers, iPhones, and Android devices
• Experience using ITSM tools such as ServiceNow or ManageEngine
• Strong written and oral communication skills
• Full clean driving license, as travel to other UK locations may be required
• Experience or certification in cloud technology