Service Desk Support Analyst

Collinson is the global privatelyowned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide marketleading airport experiences loyalty and customer engagement and insurance solutions for over 400 million consumers.

Collinson is the operator of Priority Pass the worlds original and leading airport experiences programme. Travellers can access a network of 1500 lounges and travel experiences including dining retail sleep and spa in over 650 airports in 148 countries helping to elevate the journey into something special. We work with the worlds leading payment networks over 1400 banks 90 airlines and 20 hotel groups worldwide.

We have been bringing innovation to the market since inception from launching the first independent global VIP lounge access Programme Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include Visa Mastercard American Express Cathay Pacific British Airways LATAM Flying Blue Accor EasyJet HSBC Chase HDFC.

Our mission is focused on doing good beyond profit which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition the success of our business is delivered through the diverse and talented team of over 1800 global colleagues.

Purpose of the job

In the role of the Service Desk Support Analyst focused on the Travel Experience Triage functionyou will play a key role as liaison between the Collinson Contact Centre and Business Support unitsensuring seamless collaboration between key areas of the business.

Working during UK core business hours you will be the gate keeper of the TE TRIAGE queueensuring that the reported issue is passed to the correct resolver group communication is providedas to progress towards resolution and resolution is achieved in accordance with the Service LevelAgreements.

You will achieve this through excellent working relationships with the relevant teams and internalkey stakeholders. You will also add value through providing technical support to your service deskcolleagues supporting times of high volume of Service Desk activity.

Key Responsibilities

o Ticket Triage

o Provide first level triage for any request that requires a code change or is a multiuser issue and excludes single user issues so that they are routed to the correct POD/applicable business unit e.g. Digital content Client Implementations etc

o Ensure that the quality of information gathered within Tickets is accurate and clearly documented.

o You will utilise your technical knowledge and Collinson product and business knowledge to effectively perform initial diagnosis impact and urgency assessments. o Wherever possible work with Contact Centre to provide a solution to restore service or workaround as soon as possible.

o Use all available knowledge support and tool support to allocate tickets correctly first time every time to drive efficient and rapid ticket resolution targets.

o Link related issues to gain insight on areas that might need preventative action.

o Contact resolving teams to make sure that tickets are actioned promptly.

o Escalation and Stakeholder Management

o Build great relationships with other resolving teams to help ensure all tickets are resolved speedily and additional data capture is actioned promptly to support resolution.

o Ensure tickets are tagged appropriately following the guidelines set by resolution teams.

o Tickets are escalated appropriately in line with the escalation process. o Provide 1st line escalation to internal customers and service managers.

o Provide 1st line escalation into resolver groups.

o Responsible for advising Service Desk Supervisor or Manager of any missing information in the knowledge database.

o Knowledge Management

o Create information assets: Convert intangible assets into records that can be organised stored and distributed when needed.

o Facilitate updates: Review information regularly to ensure its accuracy and reduce dependency on engineering resource for common and known errors o Provide SME input into training material and run books wherever possible

o Work with resolver groups and contact centre where gaps in knowledge is identified or processes not being followed o Ticket Management

o Work collaboratively and effectively with resolver groups to help ensure that all tickets are managed in line with the set SLA.

o Own the flow of communication throughout the full lifecycle of the ticket providing timely clear and appropriate updates to Business teams (Operations / finance / Content etc) and provide a conduit between the internal customer and other resolving teams that may be supporting the resolution of the ticket.

o Take ownership of the actions and learning points from Incident reviews and ensure these are followed through to completion in line with the Incident Management and Problem Management process.

o Provide technical support to your service desk colleagues and supporting times of high volume of Service Desk activity.

o Major/High impacting Incidents o Invoke Major Incident process when required.

o Where applicable join technical and/or management bridges to assist with incident investigation and resolution during normal working hours.

o Attend applicable post incident reviews and ensure that documentation is completed and ready for review at the Major Incident Review Board.

o Service Requests:

o Ensure that Service Requests (like User Access Requests) are directed to the correct resolvers/queue.

Knowledge skills and experience required

Demonstrable Technical Interrogation and troubleshooting capability in determining theissue and identify relevant resolver group for:

Websites
Mobile applications

Certification in ITIL (desirable)
A
N
MS 365 Certification (desirable)
Basic understanding of Databases (desirable)
Basic Network Support Troubleshooting
ITSM tool experience is a must
UAT testing experience will be an advantage
System/Server Administration will be an advantage
Strong communication skills both written and verbal
Attention to detail
Eager to learn new products and grasp new skills
Working knowledge of Jira project boards
Previous experience in a helpdesk or support environment is essential

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour race ethnicity gender identity sexual orientation neurodivergence family status age individuals with disabilities and people from all backgrounds cultures and experiences as we strongly believe this contributes to our ongoing success.

We are focused on continually evolving our purpose driven high performing culture providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter Do the right thing One team and Be insight led. These help guide everything we do internally in terms of how we think act and interact right through to how we deliver value to our customers and clients.

In your application please feel free to note which pronouns you use (For example she/her/hers he/him/his they/them/theirs etc).

If you need any extra support throughout the interview process then please email us at

We also have our very own Beacons (Domestic Abuse Advisors) supporting within each of our global offices. Our Beacons will be your point of contact if you or someone you know needs support.