IT Support Analyst

Arena One GmbH; Hounslow; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company dedicated to excellence in luxury airline catering as an IT Support Analyst. In this dynamic role, you will provide essential 1st and 2nd line support, ensuring timely resolutions for user issues while maintaining a strong customer focus. You'll be part of a supportive team that values innovation and offers genuine career development opportunities. Enjoy perks like on-site meals and in-house training, all while contributing to a unique experience for discerning passengers. If you're passionate about technology and customer service, this is the perfect opportunity for you!

Benefits

On-Site Free Meals

Refer a Friend Scheme

In-House Training Opportunities

Career Development Opportunities

Innovative Work Environment

Qualifications

• Experience in 1st/2nd line technical support roles is essential.
• Strong communication skills in English, with German/Spanish as a plus.
• Ability to manage time effectively in a dynamic work environment.

Responsibilities

• Provide remote and face-to-face 1st/2nd line support to users.
• Manage user issues and update tickets in a timely manner.
• Create documentation for problem resolution and maintain knowledge base.

Skills

1st/2nd Line Support

Problem Solving

Customer Service

Communication Skills

Time Management

Tools

Microsoft Windows

Microsoft Office/O365

Active Directory

ICT Hardware

Wi-Fi Connectivity

Job description

Our production unit takes pride in offering top-tier luxury airline catering that is both elegant and sophisticated. Our team is dedicated to crafting a one-of-a-kind experience that is attractive to even the most discerning passengers. We focus on providing exceptional quality, first-class service, and an exquisite range of menu options that are sure to impress.

Job Description

The IT Support Analyst role is responsible for providing 1st and 2nd line support in person and remotely to our users. You will fix what you can and escalate more complex issues to the relevant resolve teams within Global IT following our internal escalation processes and procedures. Manage user issues in a timely manner and update tickets accordingly and communicate with the users to keep them up to date with status of their issue. Working in a fast-paced environment where no day is the same, the ideal candidate will have experience working as an IT Support Analyst with the ability to build key internal and external relationships.

• Providing remote and face-to-face 1st/2nd Line Support.
• Taking ownership of users’ issues and identifying appropriate solutions to resolve incidents and service requests in a timely manner.
• Providing users with regular communication on the progress of investigations and planned solutions.
• After identifying the issue, you will take required steps to resolution or escalate to 2nd line support and resolve teams as and when necessary.
• Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
• Create standard documentation on problem resolution, fixes and updating the technical knowledge base.
• Always maintain a strong customer focus.

Qualifications

• Prior experience within a 1st/2nd line technical service focused support role.
• Ability to problem solve within a technical environment and possess initiative to diagnose problems.
• Strong communication skills in English. – Written and verbal (German and/or Spanish beneficial)
• Strong customer service approach and team player.
• Good time management and prioritization
• Strong work ethic, self-motivated and ability to work in dynamic work environment.
• A good working knowledge of a wide variety of ICT hardware e.g. desktops, laptops, tablets, printers and other peripheral devices.
• Able to support smartphones, iPads, iPhones
• Microsoft Windows Desktop Operating Systems (Experience in Apple OS is beneficial)
• Microsoft Office/O365
• Understanding of structured cabling and Wi-Fi connectivity e.g., firewalls, routers, switches, Wireless Access Points.
• Understanding of DNS and DHCP.
• Experience in Microsoft Active Directory, User account and security group management.

Additional Information

We believe that our employees are the driving force behind our success and strive to create a positive and supportive work environment. As a member of our team, you will have access to a range of benefits, including:

• On-Site Role
• Enjoy perks by referring your friends through our Refer a Friend Scheme
• Save money and time with On-Site Free Meals
• Expand your skills and knowledge through our in-house training opportunities.
• A business where you can have a real impact, we’re not afraid of new ideas!
• Genuine career development opportunities, both nationally and internationally
• The opportunity to work with and represent one of the most innovative players in the luxury global gourmet entertainment market

DO&CO is an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status