Job description


2nd Line Service Desk Analyst (0333)

  • Location:
  • Closing Date:
    15 January 2021

dnata Travel Group, part of the Emirates Group, includes the brands of Gold Medal, Netflights, Travelbag, Travel Republic, Global Travel Group and Sunmaster. These brands are based at offices across the UK including Kingston-upon-Thames, Chester, Preston and Halifax. 

We are now recruiting for an IT Service Desk Analyst, to provide both first / second level and desktop support, ensuring the stable operation of the organisation infrastructure to agreed standards; KPIs, SLAs and company policies & procedures. This includes both internal and external customers.  The position provides exposure to a broad range of IT related project and activities.

Job Accountabilities

  • Incidents impacting normal production operation – prioritise tickets based on business impact and ensure they are dealt with in a timely manner
  • Requests for departmental moves
  • 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 on-call rota for managing Major Incidents including coordinating with L2/L3 teams & external suppliers whilst providing frequent updates to business & end-users
  • Escalating incidents technically and to management as required, prior to SLA’s being breached
  • Adherence to all published applicable company policies and procedures
  • Update where applicable Service Desk technical training material
  • Travel to various company locations, nationally as required during the course of provision of technical support

Qualifications, Skills & Experience

  • A thorough knowledge of Microsoft Windows Operating Systems (7, 8 & 10)
  • 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
  • 1+ years' previous IT Service Desk experience
  • Strong written and oral communication skills


  • Experience/certification with cloud technology
  • Travel industry experience

Our newly renovated, state of the art office is based in Kingston upon Thames only 20 minutes’ train journey from London Waterloo.

Our employees enjoy many benefits including life assurance, pension scheme, travel discounts and industry/social events, on-site free car parking, on-site restaurant and break-out area

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Clarendon House, 147 London Road, Kingston-upon-Thames, Surrey, United Kingdom, KT2 6NH
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