Position: Technical Services Analyst
Reporting to: Technical Services Lead
Location: Italy
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 0our 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 people globally and we have 27 global sites across UK, Europe, APAC 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:
Initial requirement of this role will be to support in migrating Italy across to the Reed & Mackay global environment. During this period, you will work directly with Global Head of Technical Services and the Technical Services Manager.
As an integral member of the Technical Services Team, 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 and resolved according to the agreed SLA. - Provide first and second 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 Infrastructure, Development and Application Support Teams as well
as third party service providers as required. - Administer the phone system
- Follow R&M policies processes and procedures to maintain our ISO Accreditations, Cyber
Essentials+ - 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 records complete.
- 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. - Ensure that IT Stock is tracked and replenished as required.
- Take an active role in IT infrastructure enhancements as part of a continual investment
plan to provide robust and innovative solutions to R&M staff and clients. - 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.
Knowledge, Skills, and Experience:
- 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.
- Commercial understanding with the ability to prioritise incidents and requests.
Essential technical skills and experience:
- Fluent in both Italian and English
- Windows 10/11
- Enterprise Telephony
- Entra ID / Azure AD
- User administration and support across Microsoft 365 products
- Remote Desktop Services / Virtual Desktops
- Windows Server 2019 – 2025
- Aware of ITIL processes incl. Incident and Problem Management, Request Fulfilment,
Change Management and Continual Service Improvement - Desktop / Laptop builds using imaging tools / Autopilot.
The following would also be advantageous:
- Service Now / Service Management / ITSM
- Microsoft Azure
- SharePoint / OneDrive
- Mobile Device Management
- Email Security Gateway
- Web Security Gateway
- Sabre / Amadeus / Travelport GDS
- Travel and Event tooling
- Router Management / Troubleshooting
- LogMeIn / other remote management tools
- MFA exposure
- Password reset tools / Microsoft SSPR
- VPN exposure
- Access control
- Printer Management
- AV / Meeting Room Management
- Other European languages, French, Spanish, German also advantageous.
Education and Professional Qualifications:
- Proven experience in a commercial IT Support role
- Microsoft, CompTIA or ITIL qualifications would be advantageous
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.
Working hours and travel:
The Technical Services team covers core UK 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. Occasional UK and international travel may be required.