Service Desk Analyst (Telecoms)

Are you a Service Desk Analyst specialising in telephony and Microsoft Teams call centre operations looking for a hands-on role within a growing, award-winning company?

We are looking for a Service Desk Analyst who can help us offer a robust support service to these essential business functions in a considered and planned Tech department to remote end users and head office colleagues globally.

This is a hands-on role requiring an elevated level of technical expertise, working closely with application, network, and security teams and utilising strong customer service skills.

As a Service Desk Analyst, you will:

• Own issues through to complete resolution, providing an opportunity to input into the whole user experience, including project, installation and system migration phases.
• Support the project team by being a point of contact for TC data cleansing as part of the project, including TC queries and data corrections to assist system migration activity.
• Collect and understand the Travel Counsellor's requirements to support their telephony set-up.
• Configure MS Teams in relation to phone and team collaboration.
• Understand and learn from the installation process things which will benefit you in the in-life phase, using your experience with and understanding of the many configuration options of the telephony and call centre function.
• You will work with franchise owners in relation to their own internet connectivity requirements, answering queries regarding system migration and products, allowing them to make supplier choices for best-suited products and system migration, and assisting them to a satisfactory completion.

• A competitive basic salary + annual company bonus
• Flexible hybrid working model
• Career development and promotional opportunities
• 25 days holidays (increasing to 28 after 5 years of service)
• A Moments That Matter Day (annually)
• Enhanced maternity/paternity pay
• Holiday buy and sell
• 3 paid days charity leave
• Company events, socials, and incentives
• 3 x death in service
• Company pension scheme
• Costco membership
• Salary sacrifice, company car scheme
• Free breakfast, fruit, and hot/cold beverages
• Referral scheme
• Employee discount

• Knowledge of incident management, problem management, and request fulfilment
• Good knowledge of telephony and call centre systems within a corporate environment
• You will be experienced in providing 1st and 2nd line support to a large user base across multiple sites with the ability to diagnose technical faults quickly, accurately, and remotely
• Customer-facing customer service experience, especially the ability to build good working relationships quickly and exemplary communication skills
• Ability to compile and maintain internal and user-facing documentation
• Experience working within a fast-paced IT services environment with strong knowledge of IT systems, equipment, and software within a corporate environment

Ready to make an impact as a Service Desk Analyst in a thriving company? Apply now and help shape the future of our support services!

Here at Travel Counsellors, our customers, communities, and colleagues lie at the heart of everything we do - and that's what makes us special. For us, relationships come before transactions, and we are there for our customers, connecting with them on a deeply human level through the moments that matter.

We've been changing lives for the past 30 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 2,000 global independent travel agents to run successful leisure and corporate travel businesses. We pride ourselves on remaining a company that truly cares and has never wavered from its purpose - to redefine what personal means for a travel business.

Our Travel Counsellors are supported by a team of over 400 super-talented people in our support offices to help them create unique, inspiring, and exciting experiences for their customers whilst building lasting personal relationships that bring them back to us, time and time again.

Our unique approach within the workplace - as well as towards customers - has seen us receive numerous awards and accolades, including being named The Best Place to Work in Travel at the 2022 TTG Travel Industry Awards, placing in the Sunday Times Best Places to Work list 2023 and 2024 (Large Company) as well as being the first travel company to be awarded the Queen's Award for Enterprise in the Innovation category!

We are expanding at a phenomenal rate - on the back of our record year in terms of revenue (over 930m) - and are looking for outstanding individuals to join our dedicated Head Office team to help the company continue to flourish.