IT Service Desk Analyst (maternity cover)

TN United Kingdom; Preston; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a dynamic team as an IT Service Desk Analyst, where you will provide essential support for a range of IT projects. This role offers a unique opportunity to work in a hybrid environment, balancing office and remote work. You will be responsible for managing incidents, troubleshooting desktop issues, and ensuring smooth operations. The ideal candidate will have a strong foundation in Microsoft technologies and excellent communication skills. This position is perfect for someone looking to grow their IT career while contributing to a collaborative and innovative team environment.

Qualifications

• Thorough knowledge of Microsoft Windows OS and Microsoft 365.
• Experience with Active Directory and troubleshooting network issues.

Responsibilities

• Managing incidents and prioritizing tickets based on business impact.
• Providing updates to staff and coordinating with IT teams on major incidents.

Skills

Microsoft Windows OS

Active Directory

Troubleshooting

Communication Skills

ITSM tools

Tools

ServiceNow

ManageEngine

Job description

IT Service Desk Analyst (maternity cover), Preston

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 gain exposure to a broad range of IT projects and activities while providing first and second-level desktop support to ensure the stable operation of our infrastructure.

This role is hybrid-based, requiring 3 days in the office each week and 2 days remote, depending on operational needs.

Key Tasks

• Managing incidents impacting normal operations, prioritizing tickets based on business impact
• Responding to queries on product functionality and operations
• Accurately and promptly logging Service Requests & Incidents into the Service Desk system
• Investigating incidents to determine causes and resolutions
• Establishing workarounds to restore staff to operational status
• Providing updates to staff and third parties as appropriate
• Participating in the on-call rota for major incidents, coordinating with IT teams and external suppliers, and updating stakeholders regularly
• Escalating incidents before SLA breaches
• Updating the Service Desk Knowledge base and technical training materials
• Supporting department moves

Qualifications and Skills

• Thorough knowledge of Microsoft Windows OS (Win10, Microsoft 365), Active Directory, GPOs, DNS, and Microsoft Office applications
• Experience with MS Active Directory/Exchange, email and AV security products
• Troubleshooting desktop/laptop hardware and TCP/IP network connectivity issues
• Experience with telephony/VOIP systems and networked printers
• Familiarity with iPhones and Android devices
• Experience using ITSM tools such as ServiceNow or ManageEngine
• Strong communication skills, both written and verbal
• Full clean driving license, as travel to other UK locations may be required
• Experience or certification in cloud technologies