Service Desk Analyst

This role is a 3 month fixed term contract with a possibility of it being extended.

Purpose of the Role:

The Service Desk Analyst is responsible for providing the first level of support for all telephone, email and walk in requests. They will support our colleagues with the full range of hardware and software utilised within Flight Centre Travel Group.

This includes receiving, prioritising, documenting, and actively resolving our colleagues help requests. Problem resolutions will involve using our knowledge base and monitoring tools.

Role Dimensions:

• Reports to Service Operations Manager
• Liaise with Technology Services Management Team, Business Unit representatives & key stakeholders
• Occasionally required to work out of hours (late nights)
• Occasionally required to travel to other locations.

Principal Accountabilities:

• Provide effective and efficient support to our users while logging this information in our Service Desk management tool

• Field incoming requests from users via telephone, e-mail and ITSM tool set in a courteous manner
• Prioritise and schedule support workload against the defined SLA matrix

• Follow Incident and Request fulfilment lifecycle processes

• Record, track, and document the Incident Management process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Performing preventative maintenance (CSI) by analysing and trending ticketing statistics
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.

• Convey troubleshooting and resolution details in a way that is understandable to non-technical members of Flight Centre UK.
• Provide out-of-hours ‘on call’ during a week on a rotation basis.
• Ensure that Service Desk policies and procedures and best practices are implemented and adhered to, particularly our Request and Incident Management procedures (based on the ITIL standards).

• Ensure that all calls and issues are dealt with in a timely and efficient manner, whilst providing excellent customer service.

• Develop help sheets and frequently asked questions’ lists for end users Self Service Portal, Intranet portals and department knowledge base.
• Deliver results set against individual and team KPI’s
• Assist in establishing service level agreements with end users
• To assist in other activities within Technology Services as directed.

Knowledge, Skills and Experience:

• Excellent customer service skills
• Strong trouble shooting techniques and analytical thinking

• Experience working within an ITIL framework
• Experience in supporting Citrix / Xen Desktop
• Experience in using Manage Engine Service Desk tool / ServiceNow or equivalent
• Extensive application support experience especially MS Office
• Knowledge of MS Windows 10 and Active Directory
• Experience in Office 365
• Experience in Telephone system administration beneficial.

• Experience of working to and exceeding Key Performance Indicators

Personal Attributes:

• Excellent communication skills written and verbal
• Determination and motivation to succeed
• Enthusiastic, with a positive ‘can-do’ attitude
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Gains the respect of colleagues and is a team player who is more interested in results than personal preferences

• Highly self-motivated and directed, with keen attention to detail.

• Works well with others, has strong communication, project and time management skills.
• Experience working both independently and in a team-oriented, collaborative environment
• Ability to work in teams and stand alone
• Flexible and adaptable in regards to learning and understanding new technologies

• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize tasks in a high-pressure environment.
• Strong customer service orientation