Service Desk Analyst - Europe

Job Locations UK-Farnborough
iCIMS Job ID
2022-1663
# of Openings
1
Category
MIS (Europe)

Overview

Have you always wanted to work for a dynamic, innovative company that has the agility of a start-up but has decades of experience as an industry leader within a fast-paced and growing industry like private aviation?

 

We are currently seeking a dedicated and committed Service Desk Analyst who will be responsible for providing first level support of service requests working at one of our offices in the greater London area, United Kingdom. The ideal candidate is service-led,  customer focused and will work to understand and fulfil the needs of the employees they interact with. The Service Desk team is also supported by a full-service network infrastructure group and a team of in-house developers.

 

As a Service Desk Analyst, you’ll work with every department for our multiple brands across the private aviation industry. Our users could be sitting in the room next door, a pilot who has just landed in France or located in one of our sister companies in the US. Travel to our other offices around Greater London will be required every few months, as needed.

 

This opportunity is well suited to individuals with initiative, and a professional demeanour who can communicate clearly and believe in treating people with trust and respect.

Responsibilities

  • Handle service requests that come in via our help desk system (Zendesk), phone or email.
  • Work closely with the US based HelpDesk and wider IT teams.
  • Monitor end-user reported problems to identify potential areas requiring further intervention, and communicate to appropriate personnel using OneSky’s incident management and request fulfilment processes
  • Document issues found and troubleshooting practices
  • Setup, maintenance and repair of PC-based computer hardware, printers, network wiring and basic process troubleshooting relating to operating systems, in-house and third-party applications, networks and telecommunications
  • Management of the IT inventory including the enrolment of phones and tablets in an MDM environment.
  • Review and update technical support documentation to ensure information is complete and accurate
  • Collaborate with third-party vendors to facilitate and maintain software integrations or hardware dependencies
  • In the future, the candidate may participate in weekly on-call support rotation
  • Ability to be flexible with the schedule and work extra hours as needed on exceptional occasions

Qualifications

EDUCATION & EXPERIENCE 

  • Bachelor’s Degree in Business or Computer Science preferred
  • 2+ years of experience with hardware support
  • Strong knowledge of Microsoft Client operating systems up to Windows 10 is required
  • Experience with supporting Apple products (MacBooks, iPhones, iPads)
  • Evidence of achieving a recent industry certification such as CompTIA A+, ITIL or a Microsoft Certification

REQUIRED SKILLS & QUALIFICATIONS 

  • Must possess the legal right to work in the United Kingdom
  • Routine system administration activities, for example, resetting passwords, printer set-ups, user account management and accessibility management.
  • Can troubleshoot, diagnose and repair computer hardware, telecommunications and peripheral equipment: for example, PCs/laptops, printers, desk and mobile devices with minimal direction.
  • Training skills necessary to educate employees on the use of hardware, software and processes
  • Working knowledge of network wiring standards and protocols
  • Experience in using an MDM solution to manage phones and tablets
  • Possesses excellent organizational skills with an exceptional attention to detail
  • Strong critical thinking, problem solving, time management and prioritization skills with the ability to work autonomously
  • Ability to work under pressure and able to prioritize to complete tasks in a timely manner
  • Exhibits well-developed interpersonal skills that promote and foster a team culture
  • Strong communication skills, both written and verbal to establish and maintain effective working relationships

DESIRED QUALITIES 

  • Experience with Microsoft SCCM/Configuration Manager/Intune
  • ITIL knowledge is a plus
  • Office 365 Administration
  • Prior experience in travel or aviation industries a plus
  • Must possess the legal ability to work in the United Kingdom

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