Service Desk Analyst

MAG (Airports Group); Wythenshawe; On-site; GBP 26,000 - 38,000; Full time

Job summary

MAG (Airports Group) is seeking a Service Desk Analyst to be the first point of contact for colleagues, partners and airport stakeholders needing technology support. You will resolve incidents, handle service requests, and maintain high service levels in a fast-paced environment across Manchester and sister airports.

Applicants should have experience in IT support or customer service, strong communication, and familiarity with incident management and ITIL practices.

Qualifications

• Experience working in a customer service or IT support environment.
• Strong written and verbal communication skills.
• Good understanding of incident management and troubleshooting techniques.
• Excellent attention to detail and a methodical approach to work.
• Ability to prioritise effectively and work calmly in a fast-paced environment.
• Strong sense of ownership and professionalism.
• Experience using IT Service Management tools, ideally ServiceNow.
• Good knowledge of Microsoft Windows and Microsoft Office.
• Working knowledge of Active Directory.
• Understanding of ITIL practices, with an ITIL Foundation qualification being advantageous.
• Collaborative mindset with the confidence to work independently when needed.

Responsibilities

• Acting as the first point of contact for all IT incidents and service requests.
• Delivering excellent customer service and clear communication to users at all levels across the business.
• Taking ownership of incidents and service requests through to resolution or appropriate escalation.
• Diagnosing, categorising and prioritising tickets in line with agreed processes and service levels.
• Working closely with internal technology teams and third-party providers to resolve issues.
• Supporting users face-to-face through booked appointments when required.
• Monitoring alerting systems and identifying potential major incidents before they impact operations.
• Escalating critical incidents appropriately and supporting major incident processes.
• Maintaining accurate records and contributing to the ongoing development of the knowledge base.
• Supporting continuous improvement by identifying trends and recurring issues.
• Helping the team achieve and exceed service desk KPIs and SLAs

Skills

Customer service

IT support

Communication

Incident management

Troubleshooting

Attention to detail

Prioritisation

Ownership

Collaboration

Education

ITIL Foundation (advantageous)

Tools

ServiceNow

Windows OS

Active Directory

Job description

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At MAG we provide the airport facilities and travel services that people need to connect with the world. As the largest UK-owned airport operator, we serve millions of passengers every year across Manchester, London Stansted and East Midlands Airports. With over 270 destinations across the globe, our businesses not only bring people together but also support the prosperity of the regions in which we operate.

Sustainability is one of our core values and shapes everything we do. We're committed to protecting the environment, supporting our local communities and creating opportunities for our people to grow and thrive. At MAG, we know that a first-class customer journey starts with a first-class colleague experience. We are proud to be home to thousands of Journey Makers who keep the world moving every day.

You'll also have access to some great benefits including:

• Flexible and generous company pension plan with company contributions up to 10%
• Free parking
• Subsidised public transport
• Huge range of company discounts
• Two volunteering days per year
• Free Virtual GP service, available 24/7
• Care Concierge service

The role

Technology plays a vital role in keeping our airports running smoothly, and our Service Desk team sits at the heart of it all. As a Service Desk Analyst, you'll be the first point of contact for colleagues, partners and airport stakeholders who need technology support, delivering a professional, friendly and efficient service every day.

From helping individual users resolve technical issues to supporting major operational systems used across the airport, you'll play an important part in maintaining service continuity and ensuring our customers receive the support they need. You'll be working in a fast-paced environment where no two days are the same, using your problem-solving skills and excellent customer service approach to make a real difference.

Acting as the first point of contact for all IT incidents and service requests.

Delivering excellent customer service and clear communication to users at all levels across the business.

Taking ownership of incidents and service requests through to resolution or appropriate escalation.

Diagnosing, categorising and prioritising tickets in line with agreed processes and service levels.

Working closely with internal technology teams and third-party providers to resolve issues.

Supporting users face-to-face through booked appointments when required.

Monitoring alerting systems and identifying potential major incidents before they impact operations.

Escalating critical incidents appropriately and supporting major incident processes.Maintaining accurate records and contributing to the ongoing development of the knowledge base.

Supporting continuous improvement by identifying trends and recurring issues.Helping the team achieve and exceed service desk KPIs and SLAs

What will make you successful in the role?

We're looking for someone who enjoys helping people, solving problems and working as part of a collaborative team. You'll be naturally curious, proactive and committed to delivering a great customer experience.

You'll also bring:

• Experience working in a customer service or IT support environment.
• Strong written and verbal communication skills with the ability to explain technical information clearly.
• A good understanding of incident management and troubleshooting techniques.
• Excellent attention to detail and a methodical approach to work.
• The ability to prioritise effectively and work calmly in a fast-paced environment.
• A strong sense of ownership and professionalism.
• Experience using IT Service Management tools, ideally ServiceNow.
• Good knowledge of Microsoft Windows and Microsoft Office.
• Working knowledge of Active Directory.
• An understanding of ITIL practices, with an ITIL Foundation qualification being advantageous.
• A collaborative mindset with the confidence to work independently when needed.

Equal Opportunties and Reaosnable Adjustments

At MAG, we believe in creating a workplace where everyone can thrive. We welcome applications from candidates from all backgrounds and are committed to building a diverse and inclusive workforce that reflects the communities we serve.

As a Disability Confident employer, we're committed to ensuring our recruitment process is accessible and inclusive. If you require any reasonable adjustments to support your application or interview process, please let us know and we'll be happy to help