1st Line Support - Hertfordshire

IT Service Desk Analyst

Hemel Hempstead (rota including some weekends and on-call)

Permanent | Full Time

Competitive salary + bonus and benefits

About the role

Are you passionate about technology and delivering great customer service? If so, we want to hear from you! Haven is looking for an experienced IT Service Desk Analyst to join our busy IT Service Desk team, based at our Hemel Hempstead head office.

As the first point of contact for IT support across Haven, you will play a vital role in keeping our colleagues connected, productive and supported. From logging and prioritising incidents to resolving issues at first point of contact, you will help ensure every colleague receives a friendly, professional and efficient response.

This is a hands-on, customer focused role where strong technical troubleshooting skills, a calm approach under pressure and a genuine can-do attitude make all the difference. You will also have the opportunity to shape how we use AI-powered tools to improve self-service, first-time fix rates and the wider colleague experience.

Your Opportunity

• Act as the first point of contact for all IT incidents and service requests raised via phone, email and the helpdesk portal
• Log, categorise and prioritise tickets accurately in line with agreed SLAs
• Provide first line diagnosis and resolution for hardware, software, network and account related issues
• Escalate unresolved incidents to 2nd and 3rd line teams with clear, complete information
• Keep users informed of progress and manage expectations throughout the life of a ticket
• Support the setup, configuration and administration of user accounts, devices and access permissions
• Maintain and contribute to the knowledge base to drive continuous improvement across the service desk
• Identify recurring issues and feed trends back to the wider IT team to support problem management
• Work flexibly within the team rota, providing cover across weekdays, limited weekend hours and Bank Holidays
• Participate in an on-call rota as required to support out-of-hours incidents

What we'd like you to bring

• Proven experience in an IT service desk, helpdesk or technical support role
• Good working knowledge of Windows operating systems, Microsoft 365 and standard business applications
• Hands-on experience with Microsoft Azure and Microsoft Intune for device enrolment, configuration and endpoint management
• Understanding of core IT concepts including networking, hardware, printing and mobile device support
• ITIL Foundation certification, or equivalent demonstrable ITSM/ITIL working knowledge (essential)
• Working knowledge of AI-powered tools and how they can improve service desk efficiency and first-time fix rates
• Excellent technical troubleshooting and diagnostic skills across hardware, software, network and account issues
• Strong verbal and written communication skills, able to explain technical issues in plain language
• Confidence using a service desk ticketing system to log, track and update incidents
• Microsoft certifications such as MD-102 or SC-401 (advantageous)
• Experience with in hospitality, leisure or multi-site retail environments (desirable)

Why Haven?

You'll be part of a forward-thinking, supportive community where ideas are valued, learning is encouraged, and the network you build will power memorable guest experiences for millions every year.

At Haven, we're one great team, united by our passion for creating amazing experiences for our guests and our people. You'll have access to training, mentoring, and opportunities to grow your career in a supportive, forward-thinking environment.

What's In It For You?

• 25 Days Holiday + Bank Holidays + Holiday Buy Scheme
• Annual bonus
• 20% discount on both Haven and Warner Hotels holiday for you, family and friends
• Comprehensive wellbeing support
• 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…