Senior Technology Service Desk Analyst - Travel Counsellors : Job Details

We're looking for a Senior Technology Service Desk Analyst with a high level of technical expertise for a hands-on role providing a robust IT support service in a fast-paced IT department to remote end-users and head office colleagues globally.

The Senior Technology Service Desk Analyst will work closely with application, platform, and security teams, utilising strong customer service skills.

Acting as a key point of contact to deliver an effective and efficient technical support service, you will be required to resolve 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 and develop confidence and skills in more junior members of the team.

• Act as the routine point of contact, receiving and handling requests for support, providing investigation and diagnosis and logging incidents and service requests in the Service Management Tool.
• Respond to a broad range of service requests, including security and high-priority ticket types, providing support and fulfilling requests to enable a resolution within agreed SLAs.
• Take full ownership of issues and deliver outstanding customer service by always being willing to find answers to all questions and act as a point of escalation for more complex issues.
• Work within a Microsoft environment of Windows 10, Office365, Azure AD, Teams, and Intune MDM.
• Familiarise yourself with and contribute to the IT knowledge base and other information resources, and take every opportunity to self-learn.
• Work on a shift pattern Monday to Friday and help ensure the team has adequate rota and office presence.

• A competitive basic salary + annual company bonus
• Flexible hybrid working model
• 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 (up to 5 days per year)
• 3 paid days charity leave
• Company events, socials, and incentives
• 3x annual salary death in service benefit
• Company pension scheme
• Costco membership
• Salary sacrifice, company car scheme
• Cycle to Work Scheme
• Employee Assistance Programme
• Free breakfast, fruit, and hot/cold beverages
• Referral scheme
• Employee discount
• Private medical insurance (taxable benefit) or healthcare cash plan (costs incurred by employees)

• Relevant technical experience
• Able to build strong relationships with and coach junior team members by setting an example and leading others on behaviour and service culture.
• Knowledge of the core Microsoft 365 products and business apps to provide technical support, teach and upskill the TSD on it, and ensure we are getting the most from them.
• Knowledge and understanding of ITIL framework and technology service management
• Outcome-driven and customer-focused - able to own and see through to resolution team and delegated technical and service escalations.
• A definable, repeatable, and scalable approach to addressing tasks - delivery, clarity, efficiency, and improvement. Able to rethink and be curious about tasks and look for improvements to make things easier for the team.

Bring your experience to this varied and challenging role; apply for this Senior Technology Service Desk Analyst opportunity today!

Here at Travel Counsellors, our customers, communities, and colleagues lie at the heart of everything 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 the past 30 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 2,000 global independent travel agents to run successful leisure and corporate travel businesses. We pride ourselves on remaining a company that truly cares and 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 400 super-talented people in our support offices to help them create unique, inspiring, and exciting experiences for their customers whilst building lasting personal relationships that bring 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 The Best Place to Work in Travel at the 2022 TTG Travel Industry Awards, placing in the Sunday Times Best Places to Work list 2023 and 2024 (Large Company) as well as being the first travel company to be awarded the Queen's Award for Enterprise in the Innovation category!

We are expanding at a phenomenal rate - on the back of our record year in terms of revenue (over £930m) - and are looking for outstanding individuals to join our dedicated Head Office team to help the company continue to flourish.