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Service Desk Analyst

Posted 5 February by Gatwick Airport Ended

Role overview

The IT Service Desk Technical Analyst role is the heart of our new IT Operations centre. Focusing of great customer service every day, the role will handle the incident and request lifecycle from initial contact through to successful confirmation of closure, tracking and managing progress with resolver teams and 3rd parties where appropriate.

The role provides an opportunity for the right candidate to benefit from continual growth in all aspects of IT systems, tools and processes; thus enabling the Service Desk to reach a first time fix rate of 90%.

Please note, Gatwick Airport is a 24 hour operation so shift work will be required

Principal accountabilities

Assist with the provision of an efficient, cost effective and customer focused Service Desk by:

  • Continually increasing the amount of calls resolved at the first point of contact, maintaining ownership of the issue until the resolution and meeting agreed SLA's
  • Ensure that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally escalated and/or resolved
  • Regularly monitor the incidents status and speed of resolution of enquiries; be pro-active in devising improvements and recommending changes to systems, products or services
  • Ensure all work is carried out and documented in accordance with required standards, methods and procedures, building a consistent knowledge base
  • Ensure that requests are properly logged, assigned, tracked and responded to in the agreed time scales
  • Assist users by enabling them to self-help, suggesting additions to 'self-help' portal where appropriate
  • Become an visible advocate for excellence in service


  • Excellent communication skills and telephone manner
  • A passion for excellence in service and care
  • Excellent organisational skills
  • Incident Management experience - Managing incidents including business expectations and communication
  • Basic User and Security Group Active Directory administration
  • Knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2007
  • Experience with using and troubleshooting Outlook 2007 within a network environment (permissions, calendar sharing, delegation)
  • A self-motivated achiever
  • Ability to 'floor walk' which may include manual handling (training will be provided)
  • Be personally accountable for increasing Gatwick IT's knowledge base and creating user FAQs
  • CRB Security Check will be carried out

Qualifications and experience

  • Able to grasp complex issues and describe to both technical and non-technical audiences
  • Customer service experience
  • Broad knowledge of IT market and trends; an interest in technology
  • Experience of the aviation industry and aviation solutions is desirable
  • ITILv3 Foundation desirable, but training will be given

Required skills

  • Service desk

Reference: 34399368

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