Job description


2nd Line IT Service Desk Analyst (1084)

  • Location of work:
  • Brand:
    dnata Travel
  • Department:
  • Salary:

dnata Travel Group, part of the Emirates Group, includes the brands of Gold Medal, Netflights, Travelbag and Travel Republic.   

We are now recruiting for a 2nd Line IT Service Desk Analyst to join our onsite IT Service Operations team based in Leyland (Lancashire). 

In this role, you’ll provide second level desktop support, ensuring the stable operation of our organisation’s infrastructure to agreed KPIs, SLAs - this includes both internal and external customers.  You’ll have exposure to a broad range of IT related project and activities. 

Occasional travel to other locations may be required to provide technical support. This role is mainly Monday-Friday between 8am and 6pm, with some weekends and being part of the on-call rota. 

Key Tasks: 

  • Responding to incidents impacting normal production operation – prioritise tickets based on business impact  
  • Responding to queries on product functionality/operations 
  • Accurately and promptly entering Service Requests & Incident details into the Service Desk Call Logging System 
  • Investigating the cause and resolution of incidents 
  • Establishing appropriate workarounds to return staff to operational status 
  • Providing appropriate progress updates to both staff and where applicable 3rd parties
  • Be part of the 24/7 on-call rota for managing Major Incidents including coordinating with relevant IT teams & external suppliers whilst providing frequent updates to the business & end-users 
  • Escalating incidents technically and to management as required, prior to SLA’s being breached 
  • Adhere to all company policies and procedures 
  • Update Service Desk Knowledge repository & technical training material 

To be considered for this role, we need you to have the following skills, experience and qualifications:  

  • Previous experience working in an IT Service Desk role 
  • A thorough knowledge of Microsoft Windows Operating Systems (Win10, Microsoft365) 
  • Active Directory, O365, GPO’s and DNS 
  • Microsoft Office software 
  • MS Active Directory/Exchange 
  • Email and AV security products 
  • Experience in troubleshooting desktop and laptop hardware issues 
  • Experience in troubleshooting TCP/IP network connectivity issues 
  • Telephony/VOIP Systems 
  • Experience of setting up networked printers 
  • iPhones and Android devices 
  • ITIL Foundation certified 
  • Experience in using an ITSM tool such as ServiceNow or Manage Engine 
  • Strong written and oral communication skills 
  • Full clean driving license 


  • Experience/certification with cloud technology 
  • Travel/Airline industry experience 

For more information, please click on the job description below  

Our state-of-the art office in Leyland is just 10 minutes from junctions 28 & 29 of the M6. We have some fantastic benefits, making us a great place to work: 

25 days annual leave, increasing to 28 days after 5 full years of service (+ bank holidays)  

  • Additional annual leave purchase scheme  
  • Company pension scheme  
  • Life assurance  
  • Low-cost health care for you and your family
  • Employee Assistance programme  
  • Ongoing development – we have an in-house People Development Team  
  • Travel discounts – we have a dedicated Staff Travel Team who source the best deals for our people 
  • Industry/social events – including supplier events, office socials & parties and pop-up shops  
  • Cycle to work scheme  
  • Long service awards  
  • Volunteer days – one day’s paid leave each year to volunteer with a registered charity  
  • dnata4good – supporting the local communities we work, live and thrive in  
  • Refer a friend scheme  
  • Free eye care tests  
  • Free Taste Card membership– offering discounts on dining out, movies, attractions, takeaways and online shopping    
  • Casual dress code
  • Free tea and coffee, break out areas with free wifi  

Close map
Lancaster House, Centurion Way, Leyland, Lancashire, UK, PR26 6TX
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