Our Support Centre is in Hemel Hempstead Herts we operate a hybrid working model and have 700 amazing team members across our support centre.

1 Park Lane, Hemel Hempstead, Herts HP2 4YL GBR

Job Details

Helpdesk Analyst – 9 Mth Fixed Term Contract
Hemel Hempstead 
Hybrid (50% Home / 50% Office) 

Are you looking for an exciting and rewarding career in IT?  Have you always wondered how large organisations manage their IT systems and users?  Perhaps you have IT qualifications, but haven’t yet been able to secure a role?  We are looking for people who are passionate about technology, willing to learn about IT support and have excellent problem solving and communication skills for our Helpdesk Analyst vacancy. 
As a Helpdesk Analyst, you will be responsible for ensuring all phone calls to the Helpdesk are responded in a polite and friendly manner.  You will ensure that tickets are created with clear and concise information and assigned to the relevant resolver groups.   
Our ideal Helpdesk Analyst will have experience in a similar role.  They will understand Service Management and be passionate about IT and customer service.  They will be task driven with a willingness to take ownership and drive follows through to a successful conclusion.  They need to be customer centric at all times and be able to work under pressure and meet strict SLA.   
Purpose of the role: 
• Acting as a positive role model for the Bourne Leisure brand to encourage team engagement aligning brand,  culture and values  
• Act as first point of contact for a vast range of incidents and service requests 
• Answering phone calls in a professional and polite manner 
• Building relationships with our team members 
• Ability to work under own initiative and have a proactive attitude to work 
• Keeping team members up to date on incidents and service requests 
• First time fix in accordance with performance targets and ensure SLAs are met 
• Responsible for the administration and maintenance of IT accounts   
• Escalation to resolver groups as and when appropriate   
• Support of new deployments  
• Site visits supporting our sites as part of a scheduled support programme 
• Assisting with service improvement initiatives and taking a proactive approach to increasing productivity  
• Passionate about IT, able to bring new ideas and ways of working to the team 
Role responsibilities: 
• Produce and update technical documentation 
• Develop IT procedures 
• Assisting with hardware builds, including Desktops, Laptops and phones   
• Root cause diagnosis 
• Service request ticket logging using the service request system and expediting – e.g. ordering  hardware/software.   
• Software licence management 
• Weekend working 
Other desirable skills: 
• A methodical and meticulous approach 
• IT service management (ITIL Foundation) 
• Task driven with a willingness to take ownership and drive through to successful conclusion 
• Excellent communication (written and oral) and presentation skills for technical and non-technical staff 
• The ability to work under pressure and meet deadlines 
• Team player and ability to work on own 
• Good record keeping on incidents and service requests 
• Shift rota and weekend working 
• Liaison with IT colleagues, business and vendors 

What’s In It For You?
– Holiday allowance that rises with service, plus a ‘Holiday Buy Scheme’
– Annual bonus
– 20% discount on both Haven and Warner Hotels holiday for you, family and
– Comprehensive wellbeing support
– Access to the Bourne Leisure corporate box at the O2 Arena ,London
– Exclusive discounts with corporate partners
– Exciting career pathways, including Learning and Development opportunities
such as Apprenticeships and Degrees
– Enhanced family friendly policies and pay (eligibility criteria applied)

Who are we?
We’re part of an award-winning Bourne Leisure family, which includes Haven
& Warner Hotels. We have 9,000 fantastic team members and 39 beautiful
seaside locations and our HQ based in Hemel Hempstead.

What’s it like to work with us?
Working with us is ultimately defined by our exceptional
people and teams. At Haven, we take pride in our Breath of Fresh Air culture,
which focuses on valuing and supporting every team member. We prioritise
openness and transparency in our interactions allowing our team members to be
their authentic selves.
We operate a hybrid working model, meaning 50% of your working week will
be spent at the office, occasionally on Park, or at external events.

What can you expect during the recruitment process?
The interview process will be up to 3 stages and may contain a presentation or
skills test, depending on the role. If you require any support or reasonable
adjustments to help you perform at your best during this process, please let us

Diversity, equity, and inclusion are at the heart of who we
are and what we do. Our commitment to these values is unwavering and they are
central to our mission. We encourage applications from all backgrounds,
communities and industries and we are happy to discuss any reasonable
adjustments or flexibility that you may require, including whether a role can
be part-time or a job-share.

We genuinely care about every candidate’s experience during
the recruitment process and are here to provide support where we can. If you
require any assistance or reasonable adjustments while applying, please don’t
hesitate to reach out to us at resourcingteam@bourne-leisure.co.uk.

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