Job Description

Travelopia is headquartered in the UK and is one of the world's leading specialist travel groups providing customers with unique travel experiences. This includes adventure travel, safaris, private jet and polar expeditions, tailor-made luxury holidays, yacht, and river boat charter holidays, educational and sporting based school trips, corporate hospitality and sporting event fan travel.
About The role:
Serve as the primary contact for internal users, assisting with inquiries, troubleshooting, and system support.
What We Offer:

• Competitive salary
• Bonus scheme
• Flexible working hours and a hybrid working model
• Excellent opportunities for learning, working with global teams
• Career progression potential

What you'll be doing:

• Act as the first point of contact, handling (Telephone calls, Emails, Chat services, and Self-Service) all issues and requests reported to the Service Desk.
• Take ownership of technical issues by capturing all relevant information and recording the details in the Service management system.
• Investigation and resolve first-line issues.
• Request fulfilment: action and completion of user access requests (Starters--account creations, Leavers--account removals/disablements, and Access amendments).
• Advance more technical issues to the appropriate support teams.
• Addressing blocking issues of priority incidents within the incident management process.
• Major Incident Management: Notification and communication to the appropriate technical teams and business areas to investigate and resolve the issues reported.
• Participate in the on-call rota for out-of-hours support.
• Provide deskside support by assembling corporate-specific laptops in accordance with standard security procedures, and offer provisioning and de-provisioning services to our end-user compute colleagues.
• Ability to be on call and function 24/7 in a global support environment.
• Analyse and understand our current workstation management environment and optimizing it.
• Manage user devices in Our Intune environment.
• Design, manage and update workstation configurations (image/AutoPilot).
• Manage and craft new GPOs / GPPs in our Active Directory environment.
• Manage and craft new Policies in our Intune environment.
• Manage application deployments and their updates.
• Detail the processes, structure and configuration put in place.
• Mentor junior members of the team to be proficient in their role.
• Drive CSI (continuous service improvement) initiatives as part of their annual objectives.
• Optimize and drive cost-saving initiatives across multiple brands, not just a few.

What we are looking for:
Technical Expertise

• Provide top-quality support with a high degree of customer service, technical expertise, and timeliness.
• Strong Troubleshooting/Customer service skills to promptly respond to tickets and questions.
• Install, configure, and troubleshoot hardware and software on end-user devices.
• Strong skill in detailing processes and the ability to compartmentalize issues.
• Experience in user access management and responsibilities.
• An ability to work under pressure and take ownership of tasks and customer issues.
• Active Directory, Office 365 Admin Centres, and G-Suite administration.
• Provide end-user support for mobile devices across multiple platforms (Android/iOS).
• Maintains confidentiality regarding the information being processed, stored, or accessed on the network.
• Experience and knowledge of troubleshooting various operating systems, including Windows, macOS, Linux, iOS, and Android.
• Knowledge of basic networking (TCP/IP, DNS, DHCP).
• Knowledge of Teams, Slack, SharePoint, OneDrive, Office 365 Applications.
• Knowledge of basic troubleshooting in issues related to malware, viruses, phishing, and other security threats.

Communication

• Strong verbal, written, and e-mail communication skills.
• Ability to engage with collaborators, customers, partners, team members and knowledge.
• Experience working with international collaborators is an added advantage.

If you're ready to contribute your skills to an exciting and growing company, apply now!
We believe people perform best when they can be their true selves and diverse teams drive better results. We're committed to encouraging a diverse, equitable, and inclusive environment where everyone can succeed.
Travelopia ensures an inclusive work environment for all. If you need accommodations during the recruitment process, please advise us here: Talent@Travelopia.com
Individuals with disabilities receive reasonable accommodation for job application, interviews, job functions, and employment benefits.
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