In this role you will:

Group Infrastructure Services provide both Operational and Project Delivery IT group services across the Web travel Group, our division is responsible and operates Service Desk, End User Compute, Platform Engineering, and Project Office.

What will you do on your journey with Web Travel Group?

Over the last 4 years our division has changed the way we operate, transformed the Small Business hosted technology solutions to Enterprise scale on demand Services, that enable our business to operate with the agility and pace required by a post pandemic Travel world.

Operationally and Project based standards and processes have been refined around ‘ITSM’ and ‘Think Build Run’, we are an ITIL house, using waterfall in principle with accelerated delivery where appropriate.

How will you make an impact?

We are seeking a Service Desk Analyst to provide first-line technical support to users, ensuring timely resolution of IT issues and high levels of customer satisfaction. The role involves troubleshooting hardware, software, and network problems while delivering excellent service in a fast-paced environment.

Key Responsibilities.

• Serve as the first point of contact for IT support via phone, email, chat, or ticketing system (ServiceNow)
• Log, prioritize, and manage incidents and service requests according to SLAs
• Diagnose and resolve technical issues related to desktops, laptops, software, mobile devices, printers, applications, and networks. Essentially, great troubleshooting skills.
• Escalate complex issues to second/third-line support teams when required
• Install, configure, and maintain IT equipment and software
• Provide user guidance and training on systems and applications
• Maintain accurate documentation of issues, solutions, and procedures including Knowledge Base articles
• Monitor system performance and identify recurring problems
• Follow ITIL-based service management processes
• Ensure security policies and data protection standards are upheld
• Collaborating with other teams: such as network and infrastructure teams and application support, to resolve complex technical issues.

The skills we would love to see in your suitcase.

• Diploma or degree in IT, Computer Science, or related field (or equivalent experience)
• 1–3 years of experience in a service desk or technical support role (preferred)
• Strong knowledge of Windows/Mac OS, Microsoft 365, basic networking, computer admin experience and Intune
• Familiarity with ticketing systems (ServiceNow, Jira, Zendesk)
• Excellent communication and customer service skills
• Strong problem-solving and time-management abilities
• Teamwork, independent work and the ability to think outside of the box
• Additional certificates such as CompTIA A+ / Network+, ITIL Foundation, or Microsoft certificates are a plus