Senior Tech Service Analyst

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.

Role overview

To offer a robust IT support service in a fast-paced IT department to both remote end users and head office colleagues globally. This is a hands-on role requiring a high level of technical expertise, working closely with application, platform and security teams, and utilising strong customer service skills.

Acting as a key point of contact to deliver an effective and efficient technical support service to resolves any IT 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 and develop confidence and skills in more junior members of the team.

Principal accountabilities

• Acts as the routine point of contact, receiving and handling requests for support, logging incidents and service requests.
• Responding to a broad range of service requests for support and fulfilling requests to enable a resolution.
• Take full ownership of issues and deliver an outstanding customer service by always being willing to find answers to all questions and act as a point of escalation for more complex issues.
• Working within a Microsoft environment of Windows 10, Office365, Azure AD, Teams and Intune MDM.
• Providing investigation and diagnosis and promptly dealing with unresolved issues.
• 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 help ensure the team have adequate rota and office presence.
• Supporting Security and high priority ticket types.
• Support learning and co-ordination of more junior team members.
• Work flexibly in response to emergencies, additional support and projects which can incur outside of core business hours.
• Deputising for more senior colleagues, where required.
• Any other tasks required by the business.

Key Experience Required

• Relevant technical experience
• SDI/Microsoft/ITIL desired but not mandatory
• Building strong relationships with and coach more junior team members. Setting an example and leading others on behaviour and service culture.
• Know the core Microsoft 365 products & business apps, make sure we are getting the most from it and are able to support it and teach and upskill the TSD on it.
• Knowledge and understanding of ITIL framework and technology Service Management. Outcome driven Customer Service focus. Own and see through to resolution technical and service escalations from the team and delegated items.
• Definable, repeatable and scalable approach to addressing tasks; delivery clarify, efficiency and improvement. Rethink and be curious about the tasks and look for improvements to make things easier for the team. Scalable and repeatable.

Our Benefits

Working here at Travel Counsellors, we value the hard work and effort that our colleagues put in. Because of this, you can expect a wide range of employee benefits including:

• 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 (up to 5 days per year)
• 3 paid days charity leave
• Company events, socials, and incentives
• 3x annual salary death in service benefit
• Company Pension scheme
• Costco Membership
• Salary sacrifice, company car scheme
• Cycle to Work Scheme
• Employee Assistance Programme
• Free breakfast, fruit, and hot/cold beverages
• Referral scheme
• Employee discount
• Private Medical Insurance (taxable benefit) or Healthcare Cash Plan (costs incurred by employees)