Service Desk Analyst
On Site
Manchester Airport
At MAG we provide the airport facilities and travel services that people need to connect with the world. As the largest UK-owned airport operator, we serve millions of passengers every year across Manchester, London Stansted and East Midlands Airports. With over 270 destinations across the globe, our businesses not only bring people together but also support the prosperity of the regions in which we operate.
Sustainability is one of our core values and shapes everything we do. We're committed to protecting the environment, supporting our local communities and creating opportunities for our people to grow and thrive. At MAG, we know that a first-class customer journey starts with a first-class colleague experience. We are proud to be home to thousands of Journey Makers who keep the world moving every day.
You'll also have access to some great benefits including:
Technology plays a vital role in keeping our airports running smoothly, and our Service Desk team sits at the heart of it all. As a Service Desk Analyst, you'll be the first point of contact for colleagues, partners and airport stakeholders who need technology support, delivering a professional, friendly and efficient service every day.
From helping individual users resolve technical issues to supporting major operational systems used across the airport, you'll play an important part in maintaining service continuity and ensuring our customers receive the support they need. You'll be working in a fast-paced environment where no two days are the same, using your problem-solving skills and excellent customer service approach to make a real difference.
Acting as the first point of contact for all IT incidents and service requests.
Delivering excellent customer service and clear communication to users at all levels across the business.
Taking ownership of incidents and service requests through to resolution or appropriate escalation.
Diagnosing, categorising and prioritising tickets in line with agreed processes and service levels.
Working closely with internal technology teams and third-party providers to resolve issues.
Supporting users face-to-face through booked appointments when required.
Monitoring alerting systems and identifying potential major incidents before they impact operations.
Escalating critical incidents appropriately and supporting major incident processes.Maintaining accurate records and contributing to the ongoing development of the knowledge base.
Supporting continuous improvement by identifying trends and recurring issues.Helping the team achieve and exceed service desk KPIs and SLAs
We're looking for someone who enjoys helping people, solving problems and working as part of a collaborative team. You'll be naturally curious, proactive and committed to delivering a great customer experience.
You'll also bring:
At MAG, we believe in creating a workplace where everyone can thrive. We welcome applications from candidates from all backgrounds and are committed to building a diverse and inclusive workforce that reflects the communities we serve.
As a Disability Confident employer, we're committed to ensuring our recruitment process is accessible and inclusive. If you require any reasonable adjustments to support your application or interview process, please let us know and we'll be happy to help
MAG
Manchester Airports Group (MAG) is the UK’s largest airports group. Collectively, MAG owns and operates three UK airports – Manchester, London Stansted, and East Midlands – alongside digital travel services business, CAVU.
Last year 54m passengers flew through our airports, and we contributed more than £8bn to the UK economy. MAG directly employs 7,000 people and supports more than 40,000 jobs across the supply chain.
We understand airports and air travel better than anyone. Our impact spans the length of the UK, with around 70% of the population living within a two-hour journey of a MAG airport. By working with a wide range of airlines to forge long-term partnerships that maximise the choice and value available to passengers, we have grown a large route network that connects people and businesses to the globe.
Looking ahead, we are ambitious and focused on making the future of travel better. We are investing in our airports to launch new routes, and give our passengers the best experience. In CAVU, we are using MAG’s decades of aviation experience and industry-leading consumer insights to revolutionise airport travel. And, running through everything we do, we are working confidently towards a sustainable future and achieving net zero for aviation by 2050.
