IT Service Desk Analyst

We're seeking an individual acting as a single point of contact for all IT queries, delivering high quality technical support. IT Service Desk Analysts are the first point of contact for all IT Users and are responsible for maintaining high levels of professionalism and conduct and providing great service. Who are we? We are a dynamic and growing company, shaking up the Great British holiday. With 27 amazing UK resorts, we pull out all the stops and add the bells and whistles to give our guests the holiday of a lifetime. What you'll be doing:

• To act as the primary point of contact for IT Users.
• To resolve incidents and fulfil service request in a timely and effective manner.
• To maintain a timely and complete record of activity on any incident or service request.
• To maintain a meaningful and timely dialogue with the user on progress and plans.
• To work within defined processes for Incident Management and Request Fulfilment.
• Adhere to professional call handling techniques and Service Desk call logging processes
• Adhere to company procedures, working practices and department specific processes.
• To access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• To perform hands-on fixes at the desktop level, including installing and upgrading software, supporting and installing hardware, implementing file backups, and configuring systems and applications.
• Identifying and creating appropriate knowledge articles relating to known fixes.
• Assist with developing self-help /frequently asked questions lists for end users.
• Engage in and understand key ITIL processes including Incident Management and Request Fulfilment.
• Act as an escalation point where difficult or unusual calls are received.
• Apply diagnostic utilities to aid in Incident and Problem troubleshooting.
• Identify and cascade appropriate knowledge of software and hardware used and supported by Away Resorts to the Service Desk and other Teams.
• Providing on-call support as part of a Rota.
• Working with the companies external third parties to develop and implement solutions to meet identified business needs, within agreed parameters of cost, timescales, and quality.
• Develop, document, and work with the IT Managed Service provider to communicate and enforce technology and security standards and governance.
• To monitor the IT managed service provider against the agreed technology and security standards and address any identified issues.
  
  Must have at least two years Level 1 or 2 support experience.
• Excellent communication, team working, interpersonal skills with a positive focused attitude and desire to provide continual service improvements.
• The ability to multi-task, prioritise workloads effectively and can deal with a variety of tasks.
• Well organised with a keen attention to detail.
• Able to function in a high-pressure environment.
• Ability to demonstrate the drive and tenacity to succeed and the ability to work as part of a team to deliver excellent performance and great service.
• Ability to absorb and retain information quickly and present ideas in user-friendly language, communicating effectively at all levels.
• Good interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Able to demonstrate a methodical and analytical approach to problem solving and troubleshooting.
• Must have experience of influencing others effectively and able to overcome customer frustrations positively, whilst remaining engaging and approachable.
• Experience of conducting research, troubleshooting and diagnosis of a wide range of technical issues.
• An aptitude for learning new technologies and ways of working
• Ability to work effectively with multiple stakeholders at different levels.
• Strong analytical and problem-solving skills.
• Experience managing and working with 3rd party suppliers.
• Ability to identify, manage and mitigate risks and issues.
• Able to work to deadlines in a time critical environment., It's the icing on the cake, but not essential if you have experience in the leisure and hospitality sector.
  
  Holiday Heroes come with all sorts of different super-powers, and we welcome them all!
We embrace diversity, inclusion, and equal opportunities. From our investors to our teams, we love that everyone comes from different backgrounds, allowing us to grow and inspire each other. We'll never accept any form of discrimination, and we'll forever strive not just for our product to be unique but our people too. After all, wouldn't it be boring if we were all the same? In short, we want you to bring your whole self to work!

It's about your values too. We have a can-do, people-centred ethos at Away Resorts, and we look for certain qualities in our team members. Have a read about it and see if you fit the bill. What we can offer you: This is a high profile role with a corresponding range of exceptional benefits, which include:
• Bonus Scheme
• Perkbox
• Life Insurance
• Discounts on Away Resorts Holidays
• On Park Discounts
• Awards and Recognition