Helpdesk Analyst

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.