Helpdesk Analyst – 1st Line Support

Bracknell, England, United Kingdom

Are you looking to build a career in a support Help Desk Team with a company that is going from strength to strength? Are you a resilient problem solver who thrives in high pressure situations? We want to hear from you!

Air Partner are seeking a 1st line support analyst to join our friendly Bracknell office. Reporting to the Service Desk Team Lead , you will provide customer support to improve and maintain the technology performance for all of Air Partner’s Helpdesk activities across the Group. Primarily working alongside other Helpdesk Analysts and Second Line Support Engineers, you will be focusing on Audio Visual and Meeting Room functions during client-based training onsite in Bracknell as a priority. You will support client requests as per Service Levels across all the areas of the group.

You will be involved with the administration of new and departing users and ensuring that all assets are aligned correctly and are essential to daily actions. Promotion and support of D365 duties are prominent to the successful delivery of the Technology Strategy, and this will result in a better understanding for our customers and their behaviours and drive more effective and optimised data collection for performance. As the sole member of the IT Team on site, you will represent Technology, and will need to be focused, driven and curious.

You Will:

Understand and promote the technology framework in the daily role of service operations.

Provide solution(s)/work around(s) to Incidents and Problems.

Maintain accuracy of Technology data daily through due diligence and process.

Attend & participate in local briefings to ensure Technology assists in daily business operations.

Log and process support incidents for Air Partner Group as required.

Provide advice to customers on the efficient and safe use of computer systems.

Ensure efficient resolution of faults and customer feedback are addressed as a priority.

Maintain ownership of calls, communicating with customers to achieve response targets defined with Annual Performance Reviews and KPI’s.

Use technical knowledge to interpret customer requirements, troubleshoot calls, provide advice, and fault resolution on first contact as per the Service Desk SLAs.

Provide technical advice to customers and Team members communicating technical system matters to non-technical staff clearly to ensure understanding.

Ensure the Service Desk achieves target SLAs defined by the Head of Technology Delivery & Information Security.

Working knowledge of:

Microsoft Windows 10 \ 11

Microsoft End Point Manager

Microsoft Teams (including Teams Calling)

Microsoft Windows Server

Microsoft SharePoint

Microsoft Exchange

Microsoft O365 applications

Microsoft Office 365

Active Directory and/or Azure Active Directory

Networking

Mobile Technologies (iOS and Android)

You will also have:

A proactive and self-motivated approach.

Experience of supporting users remotely.

Excellent communication skills.

Excellent customer service skills.

Strong organisational skills

The ability to make decisions while balancing the varying priorities of open calls.

An understanding of the regulations governing the confidentiality and security of information held on computers and systems.

A clear understanding of the importance of processes, with the aptitude to analyse them and suggest changes.

An understanding of equalities issues and how best practice can be applied in the context of the duties and responsibilities of the post.

Desirable:

ITIL v3 or v4 Foundation

Any accredited Service Desk qualification (not internal)

Experience of working with remote teams and customers across time-zones.

Remote Server Management (RDP, Screen Connect)

Awareness of IT Infrastructure standards and methodologies

Teams Telephony

About Air Partner Group, a Wheels Up Company

Founded in 1961, Air Partner Group is a world-leading international aviation services group providing aircraft charter, aviation safety and security solutions, and managed services to industry, commerce, governments, and private individuals, as well as civil and military organisations.

The Air Partner Group has two divisions: Air Partner Charter and Air Partner Services (previously Safety & Security). Air Partner Charter comprises of group charter, private jets, freight, and specialist services. Group Charter charters large airliners to move groups of any size. Private Jets offers the Company's unique pre-paid JetCard scheme and on-demand charter for up to 19 people. Freight charters aircraft of every size to fly almost any cargo anywhere, at any time.

Air Partner Services comprises Baines Simmons, Redline Assured Security Ltd, Air Partner CHS, Kenyon International Emergency Services, and Managed Services. Baines Simmons offers aviation safety management and fatigue risk management. Redline Assured Security delivers government-standard security training, consultancy, and solutions to regulated, high value and high threat environments. Kenyon International Emergency Services is a world leader in emergency planning and incident response. Air Partner CHS specialises in conditioning monitoring solutions that predict and prevent the failure of electromechanical systems.

Air Partner works with Climate and Development experts Climate Impact Partners, to allow clients to offset carbon emissions in support of projects that not only cut carbon but also alleviate poverty and improve lives.

Air Partner Limited is a Wheels Up company, the leading provider of on-demand private aviation in the U.S. and one of the largest private aviation companies in the world. Wheels Up is headquartered in New York City and operates in 25 locations across three continents and employs 2,700 professionals globally. Air Partner Group is ISO 9001:2015 compliant for commercial airline and private jet solutions worldwide. More information is available on the company's website (www.airpartnergroup.com)

Air Partner is committed to creating a diverse, equitable and inclusive working environment for all employees, we do this via our Environmental, Social and Governance Strategy, our Diversity, Equity & Inclusion forum, and our Recruitment strategy. We encourage applications from all backgrounds, and we would love to hear from you.