L2 Service Desk Analyst

Location

Wimbledon, Greater London | United Kingdom

Job description

About Flight Centre Travel Group

Flight Centre Travel Group is one of the worlds largest travel companies with over 12,000 employees globally - who we call 'Flighties. With over thirty brands under our family tree and headquarters in more than twenty countries, our roles are diverse and our opportunities are endless. When, we say were a great place to work, we have the proof to back it up. Over the past 12 years weve been voted a 'Great Place to Work including one of the Best Workplaces for Wellbeing and Best Workplaces for Women. Together, we live and breathe our number one philosophy, our people, and turn up each day driven by our purpose to open up the world for those who want to see. Put simply, were a bunch of travel lovers looking for more travel lovers to join our family.

We have a great opportunity to work for a dynamic and evolving organization with a lot to learn and plenty opportunities to grow, a competitive salary, the company culture is great, There is a good work life balance and the people are actually people.

An average day in the life:

The L2 Service Desk Analyst role is responsible for providing the 2 nd level of support for all telephone, email and walk in requests. They will support our colleagues with the full range of hardware and software utilised within Flight Centre Travel Group. You will be an escalation point for the L1 Analysts and be the face of the Service desk for the head office.

This includes receiving, prioritising, documenting, and actively resolving our colleagues help requests. Problem resolutions will involve using our knowledge base and monitoring tools.

You might be perfect for the role if:

• Excellent customer service skills
• Strong trouble shooting techniques and analytical thinking
• Experience working within an ITIL framework
• Experience in supporting Citrix / Xen Desktop
• Experience in using Manage Engine Service Desk tool / ServiceNow or equivalent
• Extensive application support experience especially MS Office
• Knowledge of MS Windows 10/11 and Active Directory
• Experience in Office 365
• Basic networking troubleshooting Knowledge
• Experience of working to and exceeding Key Performance Indicators
• Experience using ServiceNow Ticketing system

Our award-winning work perks

• Flexible/hybrid working model - a mix of remote and office work.
• Discounted travel for family and friends - booked by our in-house travel team - as part of Flight Centre Travel Group, you have access to industry rates and discounts for you and your friends and family.
• Career progression - as part of Flight Centre Travel Group with a global brand network spanning 30+ brands and 20+ countries you are empowered to create clear career pathways and have access to the training and support needed to achieve your goals.
• Fun culture with industry-renowned social events (think monthly award nights, global conferences, end-of-financial year balls + more).
• Active Hour - an hour set aside each week to spend on your well-being.
• Bronze-level health cash plan - claim cash back against a range of medical services including dentistry, optical, and chiropractic.
• Plus so much more (company-matched charitable giving, excellent pension scheme, an active hour each week etc.)

Our number one philosophy is Our people. Flight Centre Travel Group's promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which reflects the diversity of our society.

We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at

Job tags

Salary

£34k - £35k per annum