Position: Junior Technical Services Analyst
Reporting to: Technical Services Lead
Office Location: London
Reed & Mackay leads the global travel and event management arena with extraordinary service and proprietary, client-led technology. Ranked first in the Sunday Times International Fast Track 2020, we are a business that is always looking forwards, while ensuring that we’re everything that our clients need today. In May 2021, we became part of the Navan Group, and together we are setting the agenda for the future of business travel.
Reed & Mackay employs 1500+ people and we have 27 global sites across UK, Europe, AAC and the US with Head Office being in London along with several client sites.
Alongside the extraordinary service provided to our clients, Reed & Mackay uses technology as a key differentiator in the corporate travel industry by capitalising on our in-house developed applications. This is an exciting time for the business and the Technical Services Department is a key enabler in its success
JOB PURPOSE:
As an integral member of the Technical Services department, further the vision and goals of R&M by providing outstanding IT support to all staff across all sites and locations.
KEY RESPONSIBILITIES:
- Ensure that all IT Support queries are logged in the IT Service Management tool, and they are prioritised, assigned and resolved according to the agreed SLA.
- Provide first line IT support to R&M staff.
- Work to ITIL and industry standards in meeting the internal Service Level Agreement and supporting the continual improvement of the Technical Services function.
- Work closely with the wider Technical Services Team, other Tech teams as well as other third-party service providers as required.
- Follow R&M policies, processes and procedures to maintain our ISO, Cyber Essentials and other accreditations.
- Promote knowledge sharing and ensure that documentation is captured and updated regularly in line with implemented changes.
- Ensure that the asset management system is up-to-date, accurate and relevant always.
- Process new starters, staff changes and leavers in accordance with documented user lifecycle procedures.
- Perform designated daily, weekly, and monthly operational checks to maintain maximum system availability to all users.
- Administer Active Directory and ensure that its structure and integrity is maintained.
- Assist with home installs, provide support at remote/client sites, and develop self-help guides and documentation for the IT portal.
- Administer mobile devices and R&M’s mobile device management platform.
WHAT WE’RE LOOKING FOR:
- Strong team player, keen to support peers and open to learn from anyone, regardless of seniority.
- Able to analyse and resolve issues under pressure.
- Courteous, proactive, and able to work with a diverse user base with varying degrees of technical understanding.
- Customer centric and empathetic with the ability to anticipate user needs.
- Friendly and confident with excellent communication skills to engage stakeholders at all levels.
- To be able to manage and progress assigned projects to successful completion.
- Ability to prioritise incidents and requests.
Exposure to the following technologies will also be advantageous but not essential:
- Service Now / ITSM tools
- Windows 11
- Azure AD / Entra ID
- Desktop / Laptop build understanding
- LogMeIn / other remote management tools
- MFA Understanding
- VPN / SDP
- Printer Management
PERSONAL DEVELOPMENT OPPORTUNITIES:
We think it’s very important that you take responsibility and drive your own personal and professional development. You will be encouraged to develop your technical IT skills and knowledge through a
combination of formal (classroom), online and “on the job” training. R&M encourage individuals to pursue professional accreditations and provide support for external exams.
R&M operate an open culture, providing the opportunity for their staff to build valuable management, business, and commercial experience to complement their proven technical skill set. Team members can influence the IT strategy and take a key role in the delivery of IT solutions across the business.
OFFICE LOCATION & TRAVEL REQUIREMENTS:
The Technical Services Team covers core business hours (08:00 – 18:00) coupled with out of hours support for all regions on a flexible rota. On average, technical services team members are required to be on call once every 6 weeks for 7 days. Domestic and International travel to other offices may be required.
