Helpdesk Analyst (Apprenticeship)

Location

Slough, Berkshire | United Kingdom

Job description

ATCORE is the leading international supplier of technology solutions specialising in software and services for the leisure travel sector. With our market-leading reservation and distribution platform, we empower travel businesses to meet the needs of travellers all through our suite of bespoke solutions - tailored to our clients’ needs. Our clients include TUI, DER Touristik, and easyJet Holidays, just to name a few.

From large vertically integrated groups to smaller specialist operators, our customers enjoy a variety of service offerings, ranging from applications support to the access of fully crewed data centres available 24x7. To ensure business continuity, we undertake several projects with our clients, which typically involves implementing our ATCOM software.

We have an opportunity for a capable and confident Helpdesk Analyst to join our Infrastructure Service Delivery Department. Currently a small but focused team, dedicated to support the internal and external IT needs of ATCORE. Are you someone who has a passion for technology matched with good interpersonal skills and can provide a friendly and supportive service?

What we are looking for:

Joining the Service Delivery Team as a Helpdesk Analyst, you will be the first point of contact and respond to customer and internal issues and requests, ensuring each ticket is processed to deliver an excellent experience for our team members and clients. You will provide high quality customer focused assistance by applying technical expertise, process management, and decision making to escalate issues to the right team in a timely manner. This is an excellent opportunity to get involved in a broad range of IT related projects and activities and enhancing your skills in a fast-paced environment.

What you would do as our Helpdesk Analyst:

• Monitor multiple inboxes and raise Incidents and Change Requests reported via e-mail and also by telephone and Teams (internal and customer) in ATCORE’s call logging system.
• First point of contact and report to the Service Delivery Manager with any issues or concerns.
• Investigate issues reported by users on the Helpdesk:
• Ensure the end user is updated with progress via the appropriate communication method and the Helpdesk Incidents and Changes are furnished with notes / progress.
• Ensure Helpdesk Incidents are prioritised based on business impact and are dealt with in a timely fashion.
• Escalate support Incidents and Changes when necessary and in a timely and consistent fashion.
• Identify common issues and investigate / or raise Problem Tickets for the relevant teams.
• Daily duties including Change Management:
• Change Management process must be obtained on a daily basis with escalation and procedures followed.
• Change Sheet to be maintained daily (manual process).
• Maintenance notifications to be sent out if and when called upon.
• ATCORE’s call logging system to be kept updated with new information.
• Assisting with the new starter / leaver process:
• Assist IT Support with the new starter and leaver process; ensuring that IT Support standards and procedures are followed.
• Other internal areas:
• Assist with any Operational procedures i.e. password resets if and when available.
• Also assist with any IT Support issues / projects if and when available.
• Perform the customer renewal / contract process.

To be successful in this role, you should be able to demonstrate the following:

• Excellent interpersonal, verbal and written communication skills. Must also be able to convey information clearly through a variety of methods (from Board Level downwards).
• Strong analytical and organisational skills in order to interpret issues and apply own expertise effectively.
• Previous experience of working as part of an IT team offering a similar service would be useful

In addition to a competitive salary, we offer a wide range of additional benefits, including employer matched contributory pension scheme, business and personal travel insurance, healthcare schemes, life insurance, and many more.

We carefully recruit, retain and develop our most talented personnel and, as a result, have a uniquely low level of employee turnover of around 5%. Half of our employees have been with the company for 10 years or more, a level of longevity very rare in the technology sector.

Based in Slough, UK, we are 250 employees strong and hire people with an unparalleled combination of industry and technical expertise.

Join in the creation of technologies that impact millions of travellers in a multi-trillion dollar industry. Be part of a highly motivated family and grow your career with the guidance of strong leadership.

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