IT Service Desk Analyst

IT Service Desk Analyst

The role:

As an IT Service Desk Analyst, you'll be the first point of contact for all IT-related inquiries and issues within our vibrant and fast-paced company. You'll play a key role in ensuring the seamless operation of our IT systems, providing exceptional customer service while troubleshooting and resolving technical problems efficiently. This role is perfect for a proactive individual who enjoys problem-solving and has a passion for technology.

You'll collaborate with various teams and departmental heads to ensure IT services meet their needs, support the setup of new users and hardware, manage software installations, and contribute to IT projects. If you're committed to maintaining a secure and efficient IT environment, we'd love to hear from you!

Key responsibilities:

• Providing best-in-class, high-quality support to our end users to ensure they have a great user experience.

• Resolving incidents and service requests in line with SLAs while supporting the day-to-day operation of the Service Desk.

• Creating and maintain knowledge base articles, training resources and internal documentation to reduce repeat issues and improve self-service.

• Manage user accounts and access across Active Directory, Entra ID and Microsoft 365, supporting seamless onboarding and offboarding processes.

• Maintain IT assets and coordinate the deployment, maintenance and management of equipment.

What we are looking for from you:

• Experience working on a service desk within an ITSM or ticketing system, providing first-line support for end users.

• Excellent written and verbal communication skills, with the ability to explain technical concepts to users with varying levels of IT knowledge.

• Experience troubleshooting Windows 11 and Microsoft 365 apps (Teams, Exchange/Outlook, SharePoint/OneDrive).

• Exposure to endpoint management tools such as Intune and Windows Autopilot, and a basic understanding of TCP/IP networking.

• Experience supporting Microsoft Azure services and cloud-based infrastructure in a Microsoft-centric environment.

• Experience collaborating with colleagues across different locations and time zones within a global organisation.

• A proactive approach to identifying recurring issues and suggesting improvements to processes, documentation and user experience.

We recognize that job adverts are often a wish list, and no candidate can have equal experience in every desired skill, however if you think you would be a good fit for Inside Travel Group and this role, we welcome an application from you!

What you get in return:

• 25 days (5 weeks) of annual leave, rising by one day each year to a maximum of 28 days.

• An extra day off on your birthday.

• Hybrid & flexible working arrangements.

• Discounts on Inside Japan and Inside Asia travel for yourself, family and friends.

• Employee Assistance Program.

• Volunteering leave.

• Company funded Learning and Education Assistance Program.

• Annual discretionary bonus linked to individual and company performance.

• 6 weeks paid parental leave (on top of statutory entitlements), regardless of gender.

We will be reviewing and interviewing candidates on a rolling basis, so we encourage you to submit your application as soon as possible. Due to the high volume of applications, we may close the application process before the stated deadline if we receive enough qualified candidates.