Information Technology Support Specialist

CTM is an award-winning provider of travel service solutions spanning corporate, events and sports markets.

Headquartered and founded in Australia, CTM has offices all around the world, including Europe, Asia, North America, Australia and New Zealand.

www. travelctm. co. uk .

About the Role

The purpose of the role is to support the customer service lifecycle and provide professional, timely, helpful, high quality and consistent customer service both technical and non-technical before, during and after the customer's needs are met through being listen to, valued and respected leading to positive experiences.

They support staff, processes, data and infrastructure to ensure and deliver high-quality IT services that meet the needs of the region and its users.

They ensure that IT service delivery is consistent, reliable, and aligned with best practices ITIL.

Skills

• Excellent customer service and interpersonal skills.
• Strong teamwork and collaboration skills
• Proficient in ITIL best practices.
• Strong problem-solving and analytical skills.
• Effective communication skills, both written and verbal.
• Ability to manage multiple priorities and work under pressure.
• Technical proficiency in relevant IT infrastructure and service desk tools.
• Knowledge
• In-depth understanding of ITIL best practices and frameworks.
• Knowledge of IT infrastructure, including networks, servers, and security.
• Understanding of customer service principles and practices.
• Familiarity with service desk software and tools.

Responsibilities and Duties

• Support end-to-end service desk operations, ensuring high-quality customer service and timely issue resolution.
• Act as the primary point of contact between the service desk, users, and stakeholders, providing clear updates and communicating technical issues in an understandable way.
• Resolve and oversee technical and non-technical support requests, including escalated hardware, software, and network incidents.
• Collaborate with vendors, managed service providers, and security teams to resolve issues and support incident response.
• Monitor service desk performance, ensure SLA compliance, and drive customer satisfaction.
• Lead incident and problem management activities, including root cause analysis and implementation of long-term solutions.
• Manage daily service desk operations by prioritizing work, coordinating team and vendor activities, closing process gaps, and handling escalations effective.
• What to expect from the recruitment process
• Every hire starts with a chat with our Talent Acquisition team, if your profile is selected you will be contacted by phone or email (please check your spam folder);
• Then, if you are progressing, the hiring manager will invite you to an interview, usually on Teams;
• If you are successful we will invite you to our office for a final stage interview.

Wherever possible we will provide you with feedback, however we are a small team and often we won't be able to do so until after we fill the vacancy.

CTM is a responsible employer and is dedicated to conduct thorough right to work checks in the interests of both parties, candidates and the company.

Candidates selected and invited to an interview will be invited to a mandatory 15 min call with the TA lead to produce their RTW documents.

This call is a mandatory step for all candidates regardless of their RTW status.

This call is confidential and conducted by HR professionals only.

CTM is an equal opportunity employer.

We want to make sure our entire recruitment process is accessible to everyone.

If you need accommodations at any stage of the application or interview process, please let us know: as a Disability Confident Employer, we’re here to support you in any way we can.

Do not hesitate to connect with our Recruitment team if you need to discuss arrangements.

Reward & Recognition

Our learning platform CTM Learning, our annual conference the All Stars, our High-Performance programme and a global leadership programme.

Employee Wellbeing and Flexibility

Our wellbeing platform Vitality, our Employee Assistance Programme (EAP), our new private healthcare Medicash + our mental health first aiders.

Most of our roles offer a hybrid working pattern, with 3 days per week in the office.

Where permitted and depending on the role, we can offer flexible start and finish times to suit your other commitments and support a healthy work-life balance.

We are committed to finding a setup that works for you and the business.

Sustainability Focus

Principles of Governance, People, Planet, and Prosperity, CTM’s Sustainability Strategy identifies material issues and outlines initiatives to achieve this.

CTM is the Data Controller with respect to the personal information you provide during your application.

We will use this information solely to process your application, and our legal basis is that you are considering taking up an employment contract with us.

We may share this information with our parent company in Australia, but otherwise we will not disclose it to any other organisation.

If you take up employment with us, we will keep the information for the duration of your employment, otherwise we will destroy it 2 months after the post is filled.

All the information that we ask for in application forms has to be completed for your application to go ahead.

There is no profiling or automated decision making applied to the personal information you supply.

You have all the legal rights with your personal data as laid out in the General Data Protection Regulation (GDPR) and the Data Protection Act 2018, including the right to complain to the Information Commissioner’s Office.

Our Data Protection Officer may be contacted at EU.

DPO@travelctm. com

Note that this role requires a DBS and potentially an enhance personnel check. Please apply only if you are comfortable with this.

Please note that this role requires a security clearance process (you must have lived in the UK for 5 consecutive years to be eligible) and a DBS check.

Do not apply if you are not willing to undergo these conditional background checks, this continually applies during the course of your employment.

You can read about SC on the government site - National security vetting: clearance levels - GOV. UK

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