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The L2 Service Desk Analyst role is responsible for providing the 2nd level of support for all telephone, email and walk-in requests.
They will support our colleagues with the full range of hardware and software utilised within Flight Centre Travel Group.
You will be an escalation point for the L1 Analysts and be the face of the Service desk for the head office.
This role is an on-site role which will require you to be in the office 5 days a week.
This includes receiving, prioritising, documenting, and actively resolving our colleagues' help requests.
Problem resolutions will involve using our knowledge base and monitoring tools.
- Reports directly to Service Desk Manager
- Liaise with ETS (Technology Services) and Stakeholders
- Taking accountability for issues raised from start to resolution
- Occasionally required to travel to other locations.
Your mission...
- Provide effective and efficient support to our users while logging this information in our Service Desk management tool.
- Field incoming requests from users via telephone, e-mail and ITSM tool set in a courteous manner.
- Prioritise and schedule support workload against the defined SLA matrix.
- Follow Incident and Request fulfilment lifecycle processes.
- Record, track, and document the Incident Management process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Perform preventative maintenance (CSI) by analysing and trending ticketing statistics.
- Test fixes to ensure problems have been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Convey troubleshooting and resolution details in a way that is understandable to non-technical members of Flight Centre UK.
- Provide out-of-hours 'on call' during a week on a rotation basis.
- Ensure that Service Desk policies and procedures and best practices are implemented and adhered to, particularly our Request and Incident Management procedures (based on the ITIL standards).
- Ensure that all calls and issues are dealt with in a timely and efficient manner, whilst providing excellent customer service.
- Develop help sheets and frequently asked questions' lists for end users Self Service Portal, Intranet portals and department knowledge base.
- Deliver results set against individual and team KPI's.
- Assist in establishing service level agreements with end users.
- To assist in other activities within Technology Services as directed.
Our ideal candidate...
- Strong IT troubleshooting techniques and analytical thinking.
- Experience working within an ITIL framework.
- Experience in supporting Citrix / Xen Desktop.
- Extensive application support experience especially MS Office.
- Knowledge of MS Windows 10/11 and Active Directory.
- Experience in Office 365 Admin.
- Basic networking troubleshooting knowledge.
- Experience of working to and exceeding Key Performance Indicators.
- Experience using ServiceNow Ticketing system.
- Windows 10/Mac Operating System knowledge.
- Strong customer service orientation.
- Excellent communication skills both written and verbal.
- Enthusiastic, with a positive 'can-do' attitude.
- Ability to effectively prioritise and execute tasks in a high-pressure environment.
- Highly self-motivated and directed, with keen attention to detail.
- Experience working both independently and in a team-oriented, collaborative environment.
- Ability to work in teams and stand alone.
- Flexible and adaptable in regards to learning and understanding new technologies.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritise tasks in a high-pressure environment.
Your benefits...
- Tick destinations off your bucket list with our discounts on travel and accommodation.
- Enjoy 25 Days Off per year plus 5 Compensation days!
- Learn a new language with our free language learning platform (Global Exam).
- Employee Retention Share Scheme through Equate Plus.
- Various social events to promote networking, the celebration of wins, and sometimes just for fun!
(Global Gathering 2024 - Portugal).
- Enjoy our discounts with GymApp.
- Complementary coffee, drinks, snacks and fruits at our Barcelona office location.
- A strong focus on professional development to support you in the evolution of your career.
Who we are...
As part of Flight Centre Travel Group, our mission is to open up the world for those who want to see.
We encourage you to DREAM BIG through collaboration and innovation, and make sure you are supported to make incredible ideas a reality.
Together, we deliver quality, innovative solutions that delight our customers and achieve our strategic priorities.
Irreverence.
Ownership.
Egalitarianism.
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