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IT Service Desk Analyst - 24/7 Shift Pattern

Job Requirements

IT Service Desk Analyst – 24/7 Shift Pattern

Are you our next IT Service Desk Analyst? We are looking for someone who can help us redefine what's possible for are IT department.

As part of our ‘Grow with Gatwick' initiative you'll be provided with plenty of training and support to ensure you're developing and growing your career.

What is the role?

If you have worked on an IT Service Desk and are looking to further develop your IT career, then this is the job for you!  Working to a 24/7 shift pattern including nights, this role is at the heart of our IT Operations centre. 

Working on our Service Desk, within the Airport complex, will give you exposure to Network, Infrastructure and Cyber Security areas of IT which in turn will strengthen your skillset in these areas.  You will get to learn about the various systems and services that help keep our airport operational.  Focussing on providing excellent customer service, you will handle the incident and request life cycle from initial contact through to successful confirmation of closure, tracking and managing progress where appropriate.

 What will you do?

In this varied and interesting role, you will assist with the provision of an efficient, cost-effective and customer-focused Service Desk by:

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

  Do you have what we're looking for?

Do you possess extensive service desk experience? We're looking for someone with a passion for serving customers who is fully conversant with Active Directory and Microsoft Exchange.

Familiar with working a varied shift pattern, including days and nights, you'll also have:

  • Excellent communication skills, able to connect with stakeholders across all levels.
  • Able to work in a fast paced and pressurised environment.
  • A Broad knowledge of IT market and trends with an interest in technology
  • Previous Incident Management experience, managing incidents including business expectations and communication
  • Knowledge of Microsoft based operating systems with emphasis on Windows 7 and 10, and Office 2013
  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
  • The ability to grasp complex issues and describe to both technical and non-technical audiences
  • A full 5 year work history/background with the ability to pass a CRB Security Check

What's it like to work here?

Our employees tell us that working here is something special. Everyone is looking to deliver what matters to our passengers. There is so much that makes air travel possible. No day is like another. Our employees enjoy a range of personal, health and financial benefits, including annual leave and high street discounts. We offer a performance-based bonus scheme and our people can request professional training to support them to Grow with Gatwick

We want our people to reflect our local community and the passengers we serve. We know we are all at our best when we feel comfortable and included. We want our people to feel like they can be who they want to be at work, and we work hard to provide them with the respect and flexibility to do so.

We aim to be an equitable, diverse, and inclusive employer. We encourage and support our people to be their best. We seek different perspectives that redefine what's possible. Together we are a team.

Click apply and complete your application. We'll be in touch soon.

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Gatwick Airport
Gatwick Airport, Gatwick, United Kingdom, RH6 0NP

Meet the recruiter

Sam Addison



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