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Joining our central service, working across the Forge Holiday Group, our business-critical IT Service Desk are seeking two new Service Desk Analysts to join our IT Operations team at our Chester head office.
Due to the on-call aspect of this position, you will be required to work on-call evenings and weekends on a rota basis working 1 week in around 6. Some travel may be involved and you will be expected to visit sites if required to solve issues or for project work.
In return for your hard-work, we can ensure you join a vibrant, inclusive work culture, make the most of fantastic career progression opportunities and enjoy our fantastic company benefits!
- Paying a salary up to £25,0000 per annum working / 37.5 hours / Monday-Friday, 9am-5.30pm + on-call requirements
- Plus access to our annual STIP (annual company-wide bonus) scheme with an additional 10% of your salary
- Fantastic career progression and opportunities to grow and develop your skills
- 33 days annual leave including bank holidays plus your Birthday off + two paid volunteering days per year
- A flexible hybrid-working policy post probation period
- An enhanced maternity and paternity policy
- Dedicated training and personal development opportunities
- Study support for additional qualifications, courses and accreditations
- Numerous dedicated wellbeing initiatives and access to 24/7 mental health support
- Regular social events including monthly team outings and end of year party!
Joining our dedicated IT Support desk, you will provide 24/7 IT support to our 4 divisions across the Forge Holiday Group including our Regional Brands based across the UK and Ireland, Sykes Holiday Cottages, UKCaravansforHire and Forest Holidays.
With experience in supporting Windows desktop and basic administration of Azure Active Directory, our newest Service Desk Analyst will work closely with our larger Technology department, responsible for the company’s cloud and on-premises infrastructure as well as supporting our circa 2000 end users. You will be providing first line support for the entire group and will be involved in the initial triage and troubleshooting of support issues before escalation to our teams of IT Engineers and Developers.
Ideal for those budding in their career or looking to take their first steps into a Junior or Analyst position, this role offers the opportunity to grow your commercial experience working within a fast-paced, innovative team with exposure to a wide range of support you will gain from the wealth of knowledge housed in our IT Operations team. If you are keen to take your next career step? or interested to learn more about joining a market leader within the staycation sphere? We want to hear from you!
Your Responsibilities
Reporting into IT Service Desk Manager, your new role as our newest Service Desk Analyst will see you:
- Receive, log, categorise, prioritise, and escalate user-reported incidents received via the ticketing system or phone.
- Process user requests for IT services, including access provisioning, software installations, account modifications, and equipment requests.
- Provide remote assistance to users to troubleshoot and resolve technical problems.
- Diagnose and resolve hardware, software, and network-related issues for end-users, utilising troubleshooting techniques and the technical knowledge base.
- Communicate with users to gather additional information about reported issues, provide status updates on ongoing incidents, and ensure users are informed about the resolution process.
- Escalate complex or unresolved issues to higher-level support teams or management according to defined escalation procedures.
- Maintain consistent documentation and help build our Knowledge Base
We are looking for those who can share in our company goals, values and ethos, who can grow alongside us and whose skills can aid our ongoing success!
By Being One Team, Owning it, Communicating Honestly and showcasing a devotion to Learning, Growing and Innovating, we remain true to our original ethos and ensure we stay true to our Customers, Owners and Colleagues alike.
First and foremost we are interested in those who have the potential to hold these values, as for this position, we ask you to have the following key skills:
- Windows desktop
- Proficient with Microsoft Word & Microsoft Excel or similar
- Basic Administration of Azure Active Directory
- Resourcefulness and problem-solving skills
- ITSM Software
- An ITIL qualification would be highly advantageous.
- Supporting Linux desktop and OS X
- Intune
- Office 365
- 8x8 or Twilio
- Halo ITSM
The Forge Holiday Group
The Forge Holiday Group encompasses Sykes Holiday Cottages, Forest Holidays, UKcaravans4hire and Bachcare in New Zealand and unites us under four company values, which are the foundations of every aspect of our business and remain at the heart of everything we do. By Being One Team, Owning it, Communicating Honestly and showcasing a devotion to Learning, Growing and Innovating, we remain true to our original ethos and ensure we stay true to our Customers, Owners and Colleagues alike.
Diversity and Inclusion:
We encourage and welcome our people to bring their authentic and best selves to work every day. We know the power that comes from different ideas, backgrounds and perspectives. We recognise the role diversity plays in achieving our goals as a business. We actively welcome applications from as wide a range of backgrounds as possible. If you need any particular support or accommodations as part of your application process, please get in touch - our recruitment team are happy to help.
Hybrid Working:
We are proud to support hybrid-working across the business, with a mixture or remote and office working available. This will be discussed during your interview.
