At a Glance
- Tasks: Provide top-notch tech support and resolve incidents for Disney Parks reservation systems.
- Company: Join the magic at Disney, a leader in entertainment and technology.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and free park entry.
- Other info: Work in a fast-paced environment with excellent career growth opportunities.
- Why this job: Be part of a dynamic team that values creativity, collaboration, and community.
- Qualifications: Experience in tech support or helpdesk environments is essential.
The predicted salary is between 55000 - 58983 £ per year.
About the Role & Team
Deliver effective triage, analysis, and resolution of incidents across Disney Parks reservation systems, system stability and minimising business disruption. Provide clear, timely and proactive communication to stakeholders, translating technical issues into business relevant updates and managing expectations throughout. Act as key escalation for 1st line helpdesk support, ensuring incidents are correctly assessed, prioritised and processed. Work under the guidance of Technical Account Manager to serve as a critical link between the technology helpdesk, internal teams, and external partners taking ownership of incidents and driving them throughout the resolution. Prioritise workloads effectively while improving system performance and reliability and drive continuous improvement in incident and support management processes to enhance efficiency and service delivery. This role will be based in our London Hammersmith office, 4 days a week, with either a Monday or Friday working from home.
Values
You’ll join a team grounded in our Disney values— acting with Integrity, welcoming everyone through Inclusion, embracing boundless Creativity, working together through Collaboration and caring deeply for our Community. These values shape how we work and how we support one another every day.
What You Will Do
- Own the end-to-end incident lifecycle including triage, prioritisation, and resolution coordination, identifying trends, recurring issues and proactively reviewing opportunities for permanent fixes.
- Deliver clear, structured updates during live incidents, outlining impact, timelines and progress to ensure stakeholder alignment and confidence.
- Build and maintain strong relationships with core technology partners to support collaboration on key business objectives.
- Conduct detailed root cause analysis for defects and incidents working with internal teams and 3rd party partners to implement sustainable fixes.
- Manage the flow of incoming helpdesk tickets ensuring they are logged, categorised and tracked appropriately.
- Escalate issues clearly and appropriately to ensure timely support from relevant stakeholders.
- Deliver consistent, high-quality communication across helpdesk tickets and incidents, ensuring stakeholders are informed of impact, progress, risks and resolution including timelines, tailoring messaging to both technical and non-technical audiences.
- Contribute to the development of system playbooks, knowledge base and incident procedures.
- Participate in testing activities (UAT, integration, regression) with a focus on minimising production risk and ensuring system stability.
- Provide 1st line of systems support for the technology helpdesk to help triage systems incidents, identify and resolve bugs alongside third parties ensuring that the system performance is maintained and meets the business needs.
Areas of Accountability
- Accountable to Technology Technical Account Manager.
- Accountable for effective incident triage, escalation, and resolution.
- Accountable for maintaining strong stakeholder communication and trust during service disruption.
- Accountable for creating excellent relationships and collaborating effectively with internal and external stakeholders.
- Accountable for providing exceptional customer service in order to successfully execute responsibilities within the scope of the role, providing the best possible support to users.
- Accountable for contributing to team objectives and service performance.
Required Qualifications & Skills
- Business analysis and technology systems support background, essential, within travel industry, preferable.
- Experience or exposure to technology support or helpdesk environments with particular focus on providing effective 1st line support.
- Experience with issue-tracking tools such as JIRA.
- Demonstrable experience of writing clear, comprehensive documentation/specifications.
- Proven experience of building effective relationships with both internal and external stakeholders, both domestically and internationally.
- Solution driven approach to problem solving with the ability to use initiative.
- Exceptional organisation skills and attention to detail with the ability to prioritise effectively and communicate priorities, timelines and dependencies clearly.
- Excellent stakeholder communication skills, with the ability to simplify technical issues.
- Able to work as part of an effective team as well as independently.
- Ability to build and maintain effective relationships with stakeholders at all levels, adapting communication style to suit technical and non-technical audiences.
- Ability to manage multiple tasks within a fast-paced environment, ensuring regular updates to stakeholders are provided.
- Ability to prioritise effectively in a fast paced, high impact environment with competent time distribution skills.
- Analytical and structured problem-solving approach.
- Excellent written and verbal communication skills for business use.
- Computer literate (Word, Excel, Outlook and PowerPoint); Aptitude to learn new systems.
- Knowledge of the Disney brand and products and services the Company offers preferred.
The Perks
- 25 days annual leave.
- Private medical insurance & dental care.
- Free Park Entry: You will have the opportunity to enter any of our parks with your family and friends for free.
- Disney Discounts: you are entitled to discounts on designated Disney products, resort F&B and ticketing.
- Excellent parental and guardian leave.
- Employee Resource Groups – WOMEN @ Disney, Disney Mosaic, Disney PRIDE, our disability & neurodiversity focused group - ENABLED, and our Mental Health & Wellbeing Group, TRUST.
The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Technology Helpdesk Executive employer: Hammersmith Networking
Hammersmith Networking is an exceptional employer that fosters a dynamic and inclusive work culture, perfect for creative minds in the luxury fashion sector. With a strong emphasis on employee growth, you will have ample opportunities to mentor and lead a talented team while collaborating with diverse professionals in a vibrant London setting. Enjoy the benefits of a hybrid work model that promotes work-life balance, alongside the chance to make a significant impact in the luxury e-commerce landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Technology Helpdesk Executive
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hammersmith Networking. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hammersmith Networking before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technology Helpdesk Executive
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hammersmith Networking:Your cover letter is your chance to shine! Tell us why you want to work at Hammersmith Networking specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hammersmith Networking!
How to prepare for a job interview at Hammersmith Networking
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
