At a Glance
- Tasks: Be the first point of contact for IT support and resolve incidents efficiently.
- Company: Join a vibrant team at Bourne Leisure, part of an award-winning family.
- Benefits: Enjoy holiday perks, annual bonuses, and exclusive discounts on holidays.
- Other info: Hybrid working model with a focus on diversity and inclusion.
- Why this job: Kickstart your career in IT with exciting growth opportunities and a supportive culture.
- Qualifications: Experience in IT support and strong communication skills are essential.
Overview
Helpdesk Analyst - 3 Mth Fixed Term Contract – Hemel Hempstead
Our Support Centre is in Hemel Hempstead, Hertfordshire. We operate a hybrid working model and have 700 amazing team members across our support centre.
1 Park Lane, Hemel Hempstead, Hertfordshire HP2 4YL, GBR
Responsibilities
- Act as first point of contact for a vast range of incidents and service requests.
- Answer phone calls in a professional and polite manner; ensure tickets are created with clear and concise information and assigned to the relevant resolver groups.
- Keep team members up to date on incidents and service requests; aim for first-time fix in accordance with performance targets and meet SLAs.
- Administration and maintenance of IT accounts; escalation to resolver groups as appropriate.
- Support new deployments and site visits as part of a scheduled support programme.
- Assist with service improvement initiatives and take a proactive approach to increasing productivity.
- Demonstrate a customer-centric approach at all times and work under pressure to meet deadlines.
- Produce and update technical documentation; develop IT procedures.
- Assist with hardware builds (Desktops, Laptops, and phones) and root cause diagnosis.
- Log service requests in the service request system and expedite hardware/software orders; manage software licences.
- Work on shift rota and weekend duties as required.
What we are looking for / Qualifications
- Experience in a similar Helpdesk/IT support role and understanding of Service Management (ITIL Foundation preferred).
- Excellent written and verbal communication and presentation skills for technical and non-technical staff.
- Ability to work under pressure and meet deadlines; task-driven with a proactive attitude and a strong sense of ownership.
- Good record keeping for incidents and service requests; ability to work in a team and independently.
- Willingness to participate in shift patterns and weekend work; liaising with IT, business, and vendors.
What’s In It For You?
- Holiday allowance that rises with service, plus a Holiday Buy Scheme.
- Annual bonus.
- 20% discount on Haven and Warner Hotels holidays for you, family and friends.
- Comprehensive wellbeing support.
- Access to Bourne Leisure corporate box at the O2 Arena, London.
- Exclusive discounts with corporate partners.
- Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees.
- Enhanced family-friendly policies and pay (eligibility criteria apply).
Who are we?
We’re part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 team members and 39 seaside locations; our HQ is based in Hemel Hempstead.
What it is like to work with us
We prioritise our Breath of Fresh Air culture, valuing and supporting every team member. We operate a hybrid model, with approximately 50% of your working week in the office, including Park, or at external events.
Recruitment process
The interview process may include up to 3 stages and could contain a presentation or skills test, depending on the role. If you require any support or reasonable adjustments to help you perform at your best during this process, please let us know.
Equality and adjustments
Diversity, equity, and inclusion are at the heart of who we are. We encourage applications from all backgrounds and communities. We are happy to discuss reasonable adjustments or flexibility, including whether a role can be part-time or a job-share.
We genuinely care about every candidate’s experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please contact resourcingteam@bourne-leisure.co.uk.
Helpdesk Analyst in Hemel Hempstead employer: Haven Holidays
As a Helpdesk Analyst at our Hemel Hempstead Support Centre, you'll join a vibrant team of 700 dedicated professionals in a hybrid working environment that promotes work-life balance and personal growth. We offer competitive benefits including a rising holiday allowance, annual bonuses, and exclusive discounts, alongside exciting career pathways through our Learning and Development initiatives. Our supportive 'Breath of Fresh Air' culture ensures every team member is valued, making this an excellent place for meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Analyst in Hemel Hempstead
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Haven Holidays.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Haven Holidays. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Helpdesk Analyst in Hemel Hempstead
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Haven Holidays.
How to prepare for a job interview at Haven Holidays
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Haven Holidays's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Haven Holidays offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
