Helpdesk Support Analyst

Helpdesk Support Analyst

Job Title: Helpdesk Support Analyst
Contract Type: Permanent
Location: Crawley
Salary: Up to £27,250
Start Date: ASAP
Reference: 15587b+SW
Contact Name: Sue Wood
Contact Email:
Job Published: September 18, 2017 11:44

Job Description

Based in Crawley, West Sussex this is as exciting opportunity for a 1st line support professional with at least 2 years’ experience providing desktop support within a busy Helpdesk environment, adhering to ITIL standards. The role involves supporting user accounts, applications, systems and hardware to resolve technical issues including Active Directory, MS Exchange, Windows 7 and MS Office packages. The position is with a leading luxury and specialist travel company working within a friendly and supportive environment.

The Company
The company is a leader within the luxury and specialist travel sector owning a portfolio of over 50 independently operated brands many of which are household names. Their products cover a diverse range that includes luxury holidays, sailing, safaris, sports, adventure tours and expeditions. Following a recent company re-alignment this is an exciting time to join the organisation which has ambitious plans.   

The Role
Working in a busy helpdesk team this role involves dealing with a broad range of staff at all levels from across the business. The staff will be located both on and off site. The job holder will be responsible for: 


  • Providing first line contact handling (telephone calls, email and self service) for all queries and issues.
  • Taking ownership for technical issues and recording details in the service management system.
  • Investigation and resolution of first line issues.
  • Fulfilment of end user requests which have been recorded in the service management system.
  • Escalating more technical issues to the second line support team members and onward into the infrastructure support team.
  • Escalation of priority incidents as part of the incident management process.
  • Participate in the call out rota for out of hours support when required.

Experience Required
You will need a minimum of 2 years’ experience in a helpdesk environment backed by a ITIL Foundation V3 qualification or experience in a ITIL environment. Your technical experience need to include Active Directory, DNS, DHCP, MS Windows servers /infrastructures up to 2012, MS Exchange 2010 and MS Office 365. Also, IP Telephony, Citrix and Remote Desktop Services experience will be advantageous. This is a busy environment so you should be used to taking ownership and fully utilising your communication skills.  

This is a permanent position