Technology Service Desk Analyst

About Us

Here at Travel Counsellors, our customers, communities and colleagues lie at the heart of everything that we do - and that’s what makes us special. For us, relationships come before transactions, and we are there for our customers, connecting with them on a deeply human level through the moments that matter.

We’ve been changing lives for over 28 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 1,900 global independent travel agents to run successful leisure and corporate travel businesses. We pride ourselves in remaining a company that truly cares and one that has never wavered from its purpose; to redefine what personal means for a travel business.

Our Travel Counsellors are supported by a team of over 250 super talented people in our Support Offices to help them create unique, inspiring, and exciting experiences for their customers, building lasting personal relationships that brings them back to us, time and time again.

Our unique approach within the workplace – as well as towards customers – has seen us receive numerous awards and accolades, including being named as The Best Place to Work in Travel at the 2022 TTG Travel Industry Awards, as well as being the first travel company to be awarded the Queen’s Award for Enterprise in the Innovation category!

We are currently expanding at a phenomenal rate – on the back of what is our record year in terms of revenue (over £800m) and so are looking for like-minded individuals to join our dedicated Head Office team, to help the company continue to flourish.

Main duties and responsibilities:

We are looking for a Technology Service Desk Analyst who can help us offer a robust IT support service in a fast-paced IT department to both remote end users and head office colleagues globally. This is a hands-on role requiring a high level of technical expertise, working closely with application, network and security teams, and utilising strong customer service skills.

Acting as a key point of contact to deliver an effective and efficient technical support service to resolves any IT related queries and/or incidents by reporting issues, requesting information or access and recommending innovative solutions to enable users to quickly return to their duties. You will be encouraged to own issues through to complete resolution, providing an opportunity to input into the whole user experience.

Skills and Experience required:

• Knowledge of Incident management, Problem management and Request Fulfilment.
• Good knowledge of IT services delivered within a corporate environment.
• Ability to diagnose technical faults quickly and accurately remotely as well as customer facing experience.
• High level of customer service, especially the ability to build good working relationships quickly and exemplary communication skills.
• Ability to compile and maintain internal and user-facing documentation.
• Experience of working within a fast-paced IT services environment with strong knowledge of IT systems; equipment and software.
• You will be experienced in providing 1st line support to a large user base across multiple sites.
• Previous experience of dealing with a variety of different issues, with varying degrees of urgency.
• You will work well under pressure, alongside colleagues to support the business community.
• Previous experience of Microsoft Windows 10, Microsoft Office 365, Microsoft Active Directory & Azure Active Directory, Hybrid Exchange environment, InTune MDM and Teams administration.
• Experience in 1st line IT support (2+ Years Required).
• Any formal Microsoft training, ITIL or other relevant professional qualifications (Desirable).
• Full UK Driving License and own transport (Desirable).
• Any experience of supporting the travel industry (Desirable).
• Excellent oral and written communication skills.
• Exceptional customer service experience.
• Ability to build rapport and engage with all types of individual.
• Possess a mature and consultative approach, ability to question the status quo and rethink.
• Proven ability to communicate at work collaboratively with staff at all levels and nurture relationships.
• Strong time-management and prioritisation skills.
• Strong problem-solving skills and a motivation to provide the best possible service to the user throughout the support process.
• Ability to take ownership and work issues through to completion.
• The ability to balance customer focus with technical aptitude.
• Strong analytical and problem-solving skills.
• Desire to learn and support new services as the business undertakes a broad digital transformation.
• You will take pride in your appearance and personal brand and possess a charismatic personality.
• You will be forward thinking; customer focused and enjoy contributing to a motivated environment.
• Comfortable operating in fast paced environments with informal ways of working.
• Naturally ambitious and hardworking with a flexible and positive approach to work.
• You’ll need to be resilient and have a strong desire to succeed, going above and beyond to deliver exceptional results.
• Possess a great work ethic, positive mindset and limitless thinking.

To be successful in this role you will be:

• You will be a role model for our business values, using your personality and behaviours, to maintain integrity and a can-do attitude
• You will have a willingness to go the extra mile and always strive to seek job satisfaction
• You will have the ability to think digitally as we continue to evolve as a digital first business, and that means we need you to have the right knowledge, skills and appetite to effectively use digital systems to support delivery of an efficient, robust finance environment.
• You always bring your authentic self to work
• You pride yourself on building loyal and mutual trusting relationships with colleagues, TCs and supplier partners
• You will respect and value diversity, creating an environment that is inclusive of all
• You will be focused on your own personal development as well as the future of our business, contributing new and innovate ideas and ways of working
• You actively seek out opportunities and find meaningfulness at work
• You will not be afraid to use your voice to challenge or reinforce the status quo, guided by our values and behaviours
• Highly motivated, ambitious, driven by success and comfortable working towards targets

In return you will receive the following benefits:

• A competitive basic salary + annual company bonus
• Flexible hybrid working model (2 days home, 3 days office)
• Career development and promotional opportunities
• 25 days holidays (increasing to 28 after 5 years of service)
• A Moments That Matter day (annually)
• Enhanced Maternity / Paternity pay
• Holiday buy and sell
• 3 paid days charity leave
• Company events, socials, and incentives
• 3 x death in service
• Company Pension scheme
• Costco Membership
• Salary sacrifice, company car scheme
• Free breakfast, fruit, and hot/cold beverages
• Referral scheme
• Employee discount