Junior IT Support Analyst

Big Bus Tours LTD London United Kingdom Technology
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Company Description

Big Bus Tours is the world’s largest operator of open-top sightseeing tours, fuelling the spirit of adventure in 21 world-famous cities across four continents. Beginning its journey 27 years’ ago, with a fleet of only three buses, Big Bus Tours has swiftly expanded to a global fleet of over 400 hundred  open-top buses, turning 5 million tourists into explorers, every year. Big Bus Tours operates in London, Dubai, Hong Kong, New York, Las Vegas, Chicago, Abu Dhabi, Budapest, Istanbul, Miami, Muscat, Rome, Paris, Philadelphia, San Francisco, Darwin, Sydney, Vienna, Washington DC, Dublin and Singapore, with a sightseeing concept designed to provide a flexible approach to city discovery. Each open-top bus tour provides a hop-on, hop-off facility at a variety of interesting locations, with complimentary additions to enhance the visitor sightseeing experience. In February 2015, private equity firm Exponent purchased Big Bus Tours, with a shared vision to make Big Bus Tours the number 1 thing to do in each world-famous city.  In 2016, Merlin Entertainments PLC became a shareholder, offering a natural synergy with Big Bus Tours and Merlin attractions and experiences around the world. With entertaining guides and commentary and knowledge of the latest events in each city, the Big Bus City Crew leaves every passenger with a story to tell.

Position

Overall Purpose

This is a junior role to complement the existing IT Operations team, you will be responsible for:

1st line Helpdesk support resolving problems associated with client operating systems, applications, networks, software, hardware, printers etc. both remotely and onsite. Focused on delivering a sensational IT Service, escalating any major or extended ongoing issues to the Head of IT Operations.

Key Areas of Accountability and Responsibility

IT Helpdesk

  • Responsible for call logging, triage and 1st level incident support
  • Responsible for escalating service incidents to Head of IT Operations

End User Technology

  • Installation of new devices (Computers, printers etc.)
  • Assist users with Microsoft Office and other end user applications
  • Train and advise end users regarding best practises

General

  • Willingness to undertake general data input and documentation creation. Predominantly within our ticketing system plus excel and word document creation.
  • Willingness to learn all aspects of IT Support – on job training will be given and online catalogue for self-learning will be made available to the successful applicant.
  • Support BBTL Executive team by carrying out daily checks of our meeting rooms and video conferencing equipment.

Behaviour

  • Acts in a professional, diligent manner at all times, remaining focused on sensational service delivery.

Requirements

Knowledge:

  • Familiar with desktop operating systems (Windows 7/8, Windows 10)
  • MAC OSx and IOS knowledge advantageous
  • Working knowledge of IT Hardware. Installations / Upgrades etc.
  • Good understanding of desktop applications and their installation

Skills:

  • Confident telephone manner and customer facing skills
  • Strong, methodical troubleshooting skills
  • Excellent communication skills both written and verbal

Experience/Qualifications:

  • An industry recognised IT qualification (desirable) CompTIA A+ for example
  • Applicants should be bright, intelligent and willing to learn
  • An ability to follow processes and suggest improvements where necessary
  • 5 or more GCSEs at grade C or above including Maths and English
  • A Level qualification (or equivalent) in relative subject would also be desirable

Other information

Working Hours and Conditions

Core working hours for the role are 9.00am to 5.30pm on Mondays to Fridays, and such additional hours as may be necessary for the proper performance of the duties The role will also require an element of remote, out of hours support escalation.

Physical Requirements

Ability to handle and move IT equipment of low to moderate weight over short distances.