Technology Service Desk Analyst · Manchester, UK ·

Travel Counsellors Limited; Manchester; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Competitive salary

Annual bonus

Hybrid working

Career development

25 days holiday

Enhanced parental pay

Charity day

Job summary

Travel Counsellors Limited is seeking an IT Support Analyst to join our Head Office. This role delivers high-quality 1st and 2nd line support globally, owning incidents from logging to resolution and escalation as needed, aligned with ITIL, SLA, and security controls.

You will troubleshoot Windows, Microsoft 365, Entra ID/Active Directory, Intune and network issues, contribute to knowledge base, and help drive automation and self-service while maintaining excellent user communication.

Qualifications

• ITIL 4 Foundation certification or equivalent knowledge of ITIL service management principles.
• Demonstrable experience providing technical support in an IT Service Desk or similar environment.
• Proven customer service experience with clear, professional communication.

Responsibilities

• Provide 1st and 2nd line IT support across agreed service channels.
• Log, categorize, prioritise and manage incidents per ITIL processes.
• Own tickets through resolution or escalation, meeting SLA and OLA targets.

Skills

ITIL 4 Foundation

IT Service Desk experience

Customer service experience

Education

ITIL 4 Foundation

Tools

Microsoft 365

Intune

Active Directory

VPN

Entra ID

Job description

About Us

At Travel Counsellors, our customers, communities, and colleagues are at the heart of everything we do. For over 30 years, we've empowered 2,200+ independent travel agents worldwide, helping them build successful businesses while providing deeply personal, human connections with their customers. Supported by a talented team of over 400 people in our Support Offices, we create unique travel experiences that keep customers coming back. Named the Best Place to Work in Travel (2022) and ranked in the Sunday Times Best Places to Work (2023, 2024 & 2025), we’re expanding rapidly and looking for exceptional individuals to join our Head Office team.

About the Role

Provide high-quality, customer-focused 1st and 2nd line IT support to users across the organisation globally. Act as a primary point of contact for technical issues, service requests, access queries and workplace technology support.

Own incidents and service requests from initial logging through to resolution or effective escalation, working within agreed ITIL processes, service levels, security controls and delegated authority. Investigate and resolve issues within the role’s 1st and 2nd line scope, escalating matters requiring specialist expertise to the appropriate Application, Platform, Infrastructure, Network, Security, Identity, Project or supplier support team.

The role is hands-on and requires a strong technical foundation, sound judgement, clear communication and a proactive approach to problem-solving. The analyst will contribute to continual service improvement, automation, self-service and the responsible use of approved AI-enabled support tools.

Principal Accountabilities

• 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.

Required Experience

• 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.

Desirable

• Relevant Microsoft certification, such as Microsoft 365, Endpoint/Intune, Azure or Identity-related certification.
• Relevant Service Management or technical certification, such as SDI Service Desk Analyst, CompTIA A+, CompTIA Network+ or an equivalent qualification.

Our Benefits

• Competitive salary + annual bonus
• Flexible hybrid working
• Career development opportunities
• 25 days holiday (increasing to 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 or Healthcare Cash Plan
• Free breakfast and beverages

Inclusive Recruitment at Travel Counsellors

Travel Counsellors is an equal opportunity employer committed to diversity and inclusion. We welcome applicants from all backgrounds and do not discriminate based on race, gender, disability, or any protected characteristic. We provide accommodations for individuals with disabilities throughout the hiring process and will make every effort to accommodate reasonable adjustments where required. We believe diverse perspectives strengthen our team and encourage all to apply.

For more information about this role - and others - at Travel Counsellors, please do not hesitate to contact the Talent Acquisition team at [e-mail]