Helpdesk Analyst

Grand Circle Travel has an opening for a Helpdesk Analyst. Specializing in customer support. This role requires skills in IT hardware and software. Needs to be strong in remote troubleshooting and communication to customers. Need to provide technical support GCC associates in EMEA region. Reporting to Director of Technology.

Key Responsibilities:

• Provide day-to-day desktop support such as identifying, researching, and resolving technical issues.
• Respond to inquiries via email, phone, or ticketing system. Document all support incidents via our Help Desk Ticketing system and close tickets once issues have been resolved within agreed SLA
• Administers user accounts, access permissions, and Microsoft 365 services within a hybrid Active Directory environment
• Prepare workplace for associates
• Responsible for On-boarding and Off-boarding task, including all application accounts, email, phone setup, and training
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Manage and monitor internal assets to ensure accurate inventory records in our Asset Management System
• Maintain conference room audio/visual system and related equipment
• Provide accurate information on IT products or services
• Plan, report, complete IT equipment replacement as per agreed corporate standard
• Equipment purchase as per need, including gathering suppliers, quotes, getting approval, assisting with delivery and PO tracking
• Identify and suggest possible improvements on procedures
• Apply existing and assist with development and documentation of IT policy and procedure, specifically those associated with Service Desk Process & Procedure

Experience and Qualifications:

• Good understanding of Windows 10, and Office 365 products
• Active Directory, Office365 administration
• PC hardware, Printers, scanners, computer peripherals, cell phone, copy machine
• Ability to diagnose and resolve basic technical issues
• Advantage 2 years experience as a Help Desk technician or other customer support role (advantage but not required)
• Advantage 2 years+ experience working in a Windows environment

Benefit package:

• Vacation days per year + 3 personal days from the company
• Reimbursement of public transport with yearly max cap
• Incentive Bonus based on targeted results
• Merit increase based on performance
• Personal and Professional Growth – Available on request
• Milestone Bonus + Travel certificate for every next 5th anniversary of employment at GCC
• Associate Deals – WORLDWIDE GC Tour packages available to associates @ discounted price
• Referral Bonus
• Full training program onsite
• Unique Corporate Culture (Team building, Community Work, Corporate Events)
• Working as part of an international team (exposure to colleagues in worldwide offices).
• Great opportunity to learn about all aspects of travel business and streamline your career

*All benefits are applicable at company discretion

Applicant should be proficient:

• Demonstrated knowledge of incident and change management principles and best practices.
• Strong problem solving and analytical skills.
• Excellent interpersonal skills.
• Excellent written and verbal communication skills.
• Ability to manage and adjust multiple priorities in a fast-paced, rapidly changing environment
• Ability to work independently and as well as working in a team-oriented, collaborative environment
• Ability to analyze data and create data driven recommendations

To learn more, please visit our websites at , and www.grandcirclefoundation.org.

By applying for this position, you agree that Grand Circle may process the personal information you provide for recruitment and hiring purposes. Your data will be handled confidentially and retained only as necessary for the recruitment process and applicable legal requirements.

For questions regarding the processing of your personal data or to exercise your privacy rights, please contact [email protected]