Technology Service Desk Analyst (Telecoms)

With digital innovation shaping the future, why not apply for a role that helps you stay ahead?

Join Travel Counsellors as a Service Desk Analyst and be part of our exciting digital transformation at an industry-leading company.

In this varied Service Desk Analyst role, you will work from project and install through to early and in-life phases to ensure you're equipped with the knowledge and experience you need to support our systems.

The responsibilities of the Service Desk analyst can be separated into two phases.

Project, Install and system migration Phase

As part of the project team, you will be expected to understand and learn from the install process that which will benefit your role during the in-life phase, including the many configuration options of the telephony and call centre function.

You will act as a POC for franchise queries in relation to the system migration, assisting the franchise owner to a satisfactory completion.

Early and In-Life phase

The migration activity will be coupled with typical in-life operational support to the function, with tasks including:

• Taking ownership of issues and delivering an outstanding customer service by always being willing to find answers to all questions, escalating where appropriate
• Working with third-party suppliers, who will be operating as second and third-line support, to ensure SLA uptime and performance is maintained by opening and monitoring cases raised with the third party
• Providing investigation and diagnosis and promptly dealing with issues by researching and seeking solutions to problems and documenting findings in a timely and effective manner
• System performance and monitoring, including local-level performance with the end-user groups
• Providing technical support to our users both onsite and remotely
• Ensuring all issues are logged in the Service Management Tool and managing them to completion

You will be working on a shift pattern Monday to Friday, and will be able to work flexibly in response to emergencies or support projects which usually happen during out of business hours.

• A competitive basic salary + annual company bonus
• Flexible hybrid working model (2 days home, 3 days office)
• 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 (up to 5 days per year)
• 3 paid days charity leave
• Company events, socials, and incentives
• 3x annual salary death in service benefit
• Company pension scheme
• Costco membership
• Salary sacrifice, company car scheme
• Cycle to Work Scheme
• Employee Assistance Programme
• Free breakfast, fruit, and hot/cold beverages
• Referral scheme
• Employee discount

Technical Experience

• Good knowledge of IT services, telephony, and call centre systems within a corporate environment
• Experience of working within a fast-paced IT services environment with strong knowledge of IT systems, equipment, and software, including Microsoft Windows 10, Microsoft Office 365, Microsoft Active Directory & Azure Active Directory, Hybrid Exchange environment, Intune MDM, and Teams administration
• Previous experience of VoIP telephony systems such as Ring Central, Zoom, Genysys, Cisco, and Nice

About You

• A mature and consultative approach, with the ability to question the status quo and rethink, communicate collaboratively with staff at all levels, and nurture relationships.
• Strong analytical problem-solving skills with the ability to balance customer focus with technical aptitude.
• Naturally ambitious with a desire to learn and support new services as the business undertakes a broad digital transformation.
• Forward thinking, hardworking, customer focused with a flexible and positive approach.
• You will need to be resilient and have a desire to succeed, going above and beyond to deliver exceptional results, take ownership and work issues through to completion.

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.

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 - and are looking for outstanding individuals to join our dedicated Head Office team to help the company continue to flourish.