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For Companies At a Glance
- Tasks: Provide IT support and manage incidents to keep our systems running smoothly.
- Company: Join dnata Travel Group, part of the Emirates Group, known for its travel brands.
- Benefits: Enjoy a hybrid work model with 3 days in the office and 2 days remote.
- Other info: This is a 6-month maternity cover role with opportunities for growth.
- Why this job: Gain exposure to diverse IT projects while working in a dynamic team environment.
- Qualifications: Experience with Microsoft systems and troubleshooting hardware issues is essential.
The predicted salary is between 30000 - 42000 £ per year.
dnata Travel Group, part of the Emirates Group, includes the brands of Gold Medal, Netflights, Travelbag and Travel Republic. We are recruiting an experienced, customer-focused Service Desk Analyst to join us at our office in Leyland on a fixed-term basis for 6 months. In this role, you'll have exposure to a broad range of IT projects and activities while providing first/second level and desktop support to ensure the stable operation of our infrastructure. This role is hybrid, based 3 days in the office each week and 2 days remotely (dependent on operational needs).
Key Tasks
- Managing incidents impacting normal operation – prioritising tickets based on business impact
- Responding to queries on product functionality/operations
- Accurately and promptly entering Service Requests & Incident details into the Service Desk Call Logging System
- Investigating the cause and resolution of incidents
- Establishing appropriate workarounds to return staff to operational status
- Providing appropriate progress updates to staff and 3rd parties as applicable
- Participating in the on-call rota for managing Major Incidents, coordinating with relevant IT teams & external suppliers, and providing updates to business and end-users
- Escalating incidents as required prior to SLA breaches
- Updating the Service Desk Knowledge repository & technical training material
- Handling department moves
Candidate Requirements
- Thorough knowledge of Microsoft Windows Operating Systems (Win10, Microsoft 365), Active Directory, O365, GPOs, and DNS
- Experience with Microsoft Office software, MS Active Directory/Exchange, Email, and AV security products
- Experience troubleshooting desktop and laptop hardware issues
- Experience troubleshooting TCP/IP network connectivity issues
- Familiarity with Telephony/VOIP Systems
- Experience setting up networked printers, iPhones, and Android devices
- Experience using ITSM tools such as ServiceNow or ManageEngine
- Strong written and oral communication skills
- Full clean driving license, as travel to other UK locations may be required
- Experience or certification in cloud technology
IT Service Desk Analyst (maternity cover) employer: dnata
Contact Detail:
dnata Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst (maternity cover)
✨Tip Number 1
Familiarise yourself with the specific ITSM tools mentioned in the job description, like ServiceNow or ManageEngine. Having hands-on experience or even a basic understanding of these platforms can set you apart during the interview.
✨Tip Number 2
Brush up on your troubleshooting skills, especially for desktop and laptop hardware issues, as well as TCP/IP network connectivity. Be prepared to discuss real-life scenarios where you've successfully resolved similar issues.
✨Tip Number 3
Since this role involves customer interaction, practice your communication skills. Think of examples where you've effectively communicated technical information to non-technical users, as this will be crucial in your day-to-day responsibilities.
✨Tip Number 4
Research dnata Travel Group and their brands to understand their operations and culture. This knowledge will help you tailor your responses during the interview and demonstrate your genuine interest in the company.
We think you need these skills to ace IT Service Desk Analyst (maternity cover)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that match the job description. Focus on your knowledge of Microsoft Windows, Active Directory, and ITSM tools like ServiceNow, as these are crucial for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your customer service skills and experience in IT support. Mention specific examples of how you've managed incidents or resolved technical issues in previous roles.
Highlight Relevant Certifications: If you have any certifications related to cloud technology or IT support, be sure to mention them in your application. This can set you apart from other candidates and demonstrate your commitment to the field.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for an IT Service Desk Analyst.
How to prepare for a job interview at dnata
✨Know Your Technical Stuff
Make sure you're well-versed in the key technologies mentioned in the job description, like Microsoft Windows, Active Directory, and ITSM tools. Brush up on troubleshooting techniques for both hardware and network issues, as these will likely come up during the interview.
✨Demonstrate Customer Focus
Since this role is customer-facing, be prepared to discuss how you've handled customer queries and incidents in the past. Share specific examples that highlight your ability to prioritise tasks based on business impact and provide excellent service.
✨Showcase Your Communication Skills
Strong written and oral communication skills are essential for this position. Practice explaining technical concepts in simple terms, as you may need to communicate with non-technical staff. Be ready to discuss how you keep stakeholders updated on incident progress.
✨Prepare for Scenario Questions
Expect scenario-based questions where you'll need to demonstrate your problem-solving skills. Think about past experiences where you had to investigate incidents or establish workarounds, and be ready to explain your thought process and actions taken.