Technology Service Desk Analyst (Telecomms)

About Us

Here at Travel Counsellors, our customers, communities and colleagues lie at the heart of everything that we do - and that’s what makes us special. For us, relationships come before transactions, and we are there for our customers, connecting with them on a deeply human level through the moments that matter.

We’ve been changing lives for the past 30 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 2,000 global independent travel agents to run successful leisure and corporate travel businesses. We pride ourselves in remaining a company that truly cares and one that has never wavered from its purpose; to redefine what personal means for a travel business.

Our Travel Counsellors are supported by a team of over 400 super talented people in our Support Offices to help them create unique, inspiring and exciting experiences for their customers, whilst building lasting personal relationships that bring them back to us, time and time again.

Our unique approach within the workplace – as well as towards customers – has seen us receive numerous awards and accolades, including being named as The Best Place to Work in Travel at the 2022 TTG Travel Industry Awards, placing in the Sunday Times Best Places to Work list 2023 and 2024 (Large Company) as well as being the first travel company to be awarded the Queen’s Award for Enterprise in the Innovation category!

We are currently expanding at a phenomenal rate – on the back of what is our record year in terms of revenue (over £930m) - and so are looking for outstanding individuals to join our dedicated Head Office team, to help the company continue to flourish.

Main Duties and Responsibilities

We are looking for a Communications Service Desk Analyst specialising in Telephony, Microsoft Teams Call Centre Operations who can help us offer a robust support service to these essential business functions in a considered and planned Tech department to both remote end users and head office colleagues globally. This is a hands-on role requiring an elevated level of technical expertise, working closely with application, network and security teams, and utilising strong customer service skills.

Initially you will form part of a project team assisting with the support and data surrounding such an install, before progressing to the early life support and acting as a key point of contact to deliver an effective and efficient technical support service to resolve any telephony and communications related queries and/or incidents by reporting issues, requesting information or access and recommending innovative solutions to enable users to quickly return to their duties.

You will be encouraged to own issues through to complete resolution, providing an opportunity to input into the whole user experience.

• Project, Install and system migration Phase
  • As part of the project team, you will be expected to understand and learn from the install process that will benefit your role during the in-life phase of this role
  • You will support the project team by being a point of contact for:
    • TC data cleansing as part of the project, this will include TC queries and data corrections to assist system migration activity
    • Collecting and understanding the Travel Counsellor requirements to support their telephony set up
    • MS Teams Configuration in relation to phone and team collaboration
  • You will be educated in and expected to understand the many configuration options of the telephony and call centre function during this install phase, this will provide you with the skills needed for the In-Life phase.
  • You will act as a POC (Point of Contact) for franchise queries in relation to the system migration, assisting the franchise owner to a satisfactory completion
  • You will work with franchise owners in relation to their own internet connectivity requirements, and assisting with queries that will allow them to make supplier choices and the suited products to assist with their business operation
• Early and In-Life phase
  • This phase will in some cases run in parallel to the install phase as users migrate over to the new system over a period of 12 months
  • Along with colleagues on the same team desk you will continue to migrate users over to the new function, scheduling batches where possible, and individuals as per your own planning and management.
  • This migration activity will then be coupled with typical in life operational support to the function and your colleagues will be the main
  • Acts as the routine point of contact, receiving and handling requests for support, logging incidents and service requests.
  • Take ownership of issues and deliver an outstanding customer service by always being willing to find answers to all questions, escalating where appropriate.
  • Working with 3rd party suppliers who will be operating as the 2nd and 3rd line support element. You will open, and monitor cases raised with the 3rd party that will contribute to resolution of cases.
  • Working with 3rd party providers to ensure SLA uptime and performance is maintained throughout.
  • Providing investigation and diagnosis and promptly dealing with issues.
  • System performance and monitoring, including local level performance with the end user groups
  • Providing technical support to our users both onsite and remotely.
  • Research and seek solutions to problems and document findings in a timely and effective manner.
  • To familiarise with and contribute to IT knowledge base and other information resources and take every opportunity to self–learn.
  • Ensure all issues are logged in the Service Management Tool and manage them to completion within agreed SLAs.
  • You will be working on a shift pattern Monday to Friday, and you will be able to work flexibly in response to emergencies or support projects which usually happen during out of business hours.
  • Working within a Microsoft environment of Windows 10 & 11, Office365, Azure AD, Teams, and Intune MDM.
• Change Requests and iterative improvements
  • Along with business analysts and product owners you will be required to improve configuration for individual franchise owners as the function matures within the business. This will include but not be limited to:
    • Receiving requests and requirements from franchise owners and business analysts
    • Investigating practical options to satisfy these requests
    • Work within a CR process that will allow you to make these changes, test, train and deliver to franchise owners
    • Schedule and track CR’s in line with SLA’s and scheduling
    • Working within a team to facilitate and deliver such requests

Skills and Experience required:

• Knowledge of Incident management, Problem management and Request Fulfilment.
• Good knowledge of telephony and call centre systems within a corporate environment
• Good knowledge of IT services delivered within a corporate environment.
• Ability to diagnose technical faults quickly and accurately remotely as well as customer facing experience.
• Strong customer service skills, especially the ability to build good working relationships quickly and exemplary communication skills.
• Ability to compile and maintain internal and user-facing documentation.
• Experience of working within a fast-paced IT services environment with strong knowledge of IT systems; equipment and software.
• Experienced in providing 1st and 2nd line support to a large user base across multiple sites.
• Previous experience of dealing with a variety of different issues, with varying degrees of urgency.
• Ability to work well under pressure, alongside colleagues to support the business community.
• Previous experience of VoIP telephony systems such as Ring Central, Zoom, Genesys, Cisco, Nice.
• Previous experience of Microsoft Windows 10, Microsoft Office 365, Microsoft Active Directory & Azure Active Directory, Hybrid Exchange environment, Intune MDM and Teams administration.
• Proficient in the management of data using Excel, MS Access or similar.
• Experience in 1st line IT support (2+ Years Required).
• Any formal Microsoft training, ITIL or other relevant professional qualifications (Desirable).
• Full UK Driving License and own transport (Desirable).
• Any experience of supporting the travel industry (Desirable).
• Excellent oral and written communication skills.
• Exceptional customer service experience.
• Ability to build rapport and engage with all types of individuals.
• Possess a mature and consultative approach, ability to question the status quo and rethink.
• Proven ability to communicate at work collaboratively with staff at all levels and nurture relationships.
• Strong time-management and prioritisation skills.
• Strong problem-solving skills and a motivation to provide the best possible service to the user throughout the support process.
• Ability to take ownership and work issues through to completion.
• The ability to balance customer focus with technical aptitude.
• Strong analytical and problem-solving skills.
• Desire to learn and support new services as the business undertakes a broad digital transformation.
• You will take pride in your appearance and personal brand and possess a charismatic personality.
• You will be forward thinking; customer focused and enjoy contributing to a motivated environment.
• Comfortable operating in fast-paced environments with informal ways of working.
• Naturally ambitious and hardworking with a flexible and positive approach to work.
• You will need to be resilient and have a powerful desire to succeed, going above and beyond to deliver exceptional results.
• Possess a splendid work ethic, positive mindset, and limitless thinking.

To be successful in this role you will be:

• A role model for our business values, using your personality and behaviours, to maintain integrity and a can-do attitude.
• Willing to go the extra mile and always strive to seek job satisfaction.
• Ability to think digitally as we continue to evolve as a digital first business, and that means having the right knowledge, skills, and appetite to effectively use digital systems to support delivery of an efficient, robust finance environment.
• Always bring your authentic self to work.
• Take pride in building loyal and mutual trusting relationships with colleagues, TCs and supplier partners.
• Respect and value diversity, creating an environment that is inclusive of all.
• Focused on your own personal development as well as the future of our business, contributing new and innovative ideas and ways of working.
• Actively seek out opportunities and find meaningfulness at work.
• Not afraid to use your voice to challenge or reinforce the status quo, guided by our values and behaviours.
• Highly motivated, ambitious, driven by success and comfortable working towards targets.

In return you will receive the following benefits:

• A competitive basic salary + annual company bonus.
• Flexible hybrid working model.
• Career development and promotional opportunities.
• 25 days holidays (increasing to 28 after 5 years of service).
• A Moments That Matter day (annually).
• Enhanced Maternity / Paternity pay.
• Holiday buy and sell.
• 3 paid days charity leave.
• Company events, socials, and incentives.
• 3 x death in service.
• Company Pension scheme.
• Costco Membership.
• Salary sacrifice, company car scheme.
• Free breakfast, fruit, and hot/cold beverages.
• Referral scheme.
• Employee discount.