At a Glance
- Tasks: Provide first-line IT support and resolve tech issues for colleagues.
- Company: Join Haven, a forward-thinking community focused on great experiences.
- Benefits: Enjoy 25 days holiday, annual bonuses, and exclusive discounts.
- Other info: Flexible working model with opportunities for career growth.
- Why this job: Be the go-to tech hero and shape the future of IT support.
- Qualifications: Experience in IT support and strong troubleshooting skills required.
The predicted salary is between 31500 - 38500 £ per year.
Are you passionate about technology and delivering great customer service? If so, we want to hear from you! Haven is looking for an experienced IT Service Desk Analyst to join our busy IT Service Desk team, based at our Hemel Hempstead head office.
As the first point of contact for IT support across Haven, you will play a vital role in keeping our colleagues connected, productive and supported. From logging and prioritising incidents to resolving issues at first point of contact, you will help ensure every colleague receives a friendly, professional and efficient response. This is a hands-on, customer focused role where strong technical troubleshooting skills, a calm approach under pressure and a genuine can-do attitude make all the difference. You will also have the opportunity to shape how we use AI-powered tools to improve self-service, first-time fix rates and the wider colleague experience.
Your Opportunity
- Act as the first point of contact for all IT incidents and service requests raised via phone, email and the helpdesk portal
- Log, categorise and prioritise tickets accurately in line with agreed SLAs
- Provide first line diagnosis and resolution for hardware, software, network and account related issues
- Escalate unresolved incidents to 2nd and 3rd line teams with clear, complete information
- Keep users informed of progress and manage expectations throughout the life of a ticket
- Support the setup, configuration and administration of user accounts, devices and access permissions
- Maintain and contribute to the knowledge base to drive continuous improvement across the service desk
- Identify recurring issues and feed trends back to the wider IT team to support problem management
- Work flexibly within the team rota, providing cover across weekdays, limited weekend hours and Bank Holidays
- Participate in an on-call rota as required to support out-of-hours incidents
What we'd like you to bring
- Proven experience in an IT service desk, helpdesk or technical support role
- Good working knowledge of Windows operating systems, Microsoft 365 and standard business applications
- Hands-on experience with Microsoft Azure and Microsoft Intune for device enrolment, configuration and endpoint management
- Understanding of core IT concepts including networking, hardware, printing and mobile device support
- ITIL Foundation certification, or equivalent demonstrable ITSM/ITIL working knowledge (essential)
- Working knowledge of AI-powered tools and how they can improve service desk efficiency and first-time fix rates
- Excellent technical troubleshooting and diagnostic skills across hardware, software, network and account issues
- Strong verbal and written communication skills, able to explain technical issues in plain language
- Confidence using a service desk ticketing system to log, track and update incidents
- Microsoft certifications such as MD-102 or SC-401 (advantageous)
- Experience within hospitality, leisure or multi-site retail environments (desirable)
Why Haven?
You’ll be part of a forward-thinking, supportive community where ideas are valued, learning is encouraged, and the network you build will power memorable guest experiences for millions every year. At Haven, we’re one great team, united by our passion for creating amazing experiences for our guests and our people. You’ll have access to training, mentoring, and opportunities to grow your career in a supportive, forward-thinking environment.
What’s In It For You?
- 25 Days Holiday + Bank Holidays + Holiday Buy Scheme
- Annual bonus
- 20% discount on both Haven and Warner Hotels holiday for you, family and friends
- Comprehensive wellbeing support
- 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 applied)
Who are we?
We’re part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.
What’s it like to work with us?
Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves. We operate a hybrid working model, meaning part of your working week will be spent at the office, occasionally on Park, or at external events.
What can you expect during the recruitment process?
The interview process will be up to 3 stages and may 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.
Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, 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 don’t hesitate to reach out to us.
How to Apply
We’re committed to fostering a diverse, equitable, and inclusive workplace, and we encourage applicants of all backgrounds to apply. To get started, click apply now and answer a few quick questions, which should take 5 minutes. Once submitted, a member of our team will be in touch.
1st Line Support - Hertfordshire, HP2 4YL employer: Haven
Haven is an excellent employer, offering a supportive and inclusive work environment in Lancashire where you can thrive as a Venue Cleaner. With flexible hours, comprehensive training, and numerous career development opportunities, employees are encouraged to grow and succeed while enjoying exclusive perks that enhance their work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support - Hertfordshire, HP2 4YL
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Haven. 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 Haven 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 1st Line Support - Hertfordshire, HP2 4YL
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 Haven:Your cover letter is your chance to shine! Tell us why you want to work at Haven 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 Haven!
How to prepare for a job interview at Haven
✨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.
