IT Helpdesk Analyst

Overview

Park Holidays UK is seeking a proactive and skilled IT Helpdesk Analyst to provide 1st and 2nd line technical support across our UK locations. This role ensures that employees have seamless access to IT services by addressing hardware and software issues, supporting projects, and striving for continuous service improvements. If you're an experienced IT professional with strong problem-solving skills and a commitment to excellent customer service, we invite you to apply for this dynamic role.

Job Duties

• Provide 1st and 2nd line IT support for all employees across the UK, resolving hardware and software issues, including laptops, desktops, iOS devices, Microsoft Suite, and Adobe Suite.
• Ensure all IT service requests and incidents are correctly logged, prioritised, and resolved in a timely manner.
• Manage the provisioning of end-user devices (laptops, desktops, thin clients, iPhones, iPads) in accordance with company policies.
• Provide on-site IT support during core business hours (Monday-Friday, 08:00-18:00) on a weekly rota basis and offer out-of-hours/weekend support as needed.
• Visit remote sites when required to resolve issues and maintain IT operations.
• Identify and implement continuous service improvements to increase operational efficiency and service maturity.
• Support and maintain the change process by implementing frameworks and policies that minimise risk.
• Deliver excellent levels of customer service and satisfaction, acting as a point of escalation for users when necessary.
• Contribute to small projects, providing input and support as needed.
• Ensure that IT services adhere to company cybersecurity measures, working closely with the company’s CISO.
• Continuously update knowledge of emerging technologies, industry trends, and best practices in IT service delivery.

Requirements

• Experience providing support for Microsoft 365 products, including Office, Outlook, OneDrive, Active Directory, Group Policy, and Teams.
• Experience of networking fundamentals, including VLANs, DHCP, DNS, WLAN, managed switches, firewalls, access points, and structured cabling.
• Experience with multiple operating systems, up to Windows 11/Windows Server 2019.
• Experience working with Cloud-based technology (Microsoft Azure, Office 365, Intune, Microsoft Entra) and modern device management.
• Experience with Azure Virtual Desktop, DLP, and Conditional Access technologies is an advantage.
• Relevant certifications such as ITIL, CompTIA, or ISO 27001 are a plus.
• Strong problem-solving and analytical skills with a detail-oriented approach.
• Customer Service Focus: Commitment to delivering excellent customer service and ensuring user satisfaction.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to quickly understand and interpret complex problems and data.
• Strong organisational skills with the ability to prioritise tasks in a fast-paced environment.
• A full UK driving license is required, as the role involves travel to remote sites.
• Flexibility to provide out-of-hours and weekend support on a rota basis.