Information Technology

Service Desk Analyst

GBR - London

Service Desk Analyst - London 

Working Hours 9am - 5.30pm (40 hour week)

HomeAway is the world's largest and most trusted vacation rental marketplace. Quality and efficiency are core to our day to day operations and the processes we live by.  We hire creative engineers and technology enthusiasts who enjoy being challenged by problems of scale and complexity, with a strong desire to improve the services they work on.

Working as part of a team to ensure the delivery of World class IT support from our London office. Reporting to the Service Desk Manager - EMEA, you will be joining a team of agents who provide support to HomeAway staff working throughout our Worldwide offices.  You’ll be expected to hit the ground running, integrating into the existing team and supporting a a variety of products and services in a company that will provide a challenging environment with exciting opportunities for personal growth and career progression.

Key elements of the role:
• Work on tickets assigned to you in your personal queue 
• Assist others on the team by working on tickets from the global queue where possible or when needed
• Follow up and post updates on any ticket that has not been updated in the last 24 hours
• Provide direct support for any walk ups and users throughout the London office
• Complete daily conference room checks (including Wallboards) and follow up on any issues or hardware faults
• Handle on-boarding and setup of all new equipment and desks for all staff joining the company
• Manage stock levels and inventory for all IT hardware throughout the office
• Ensure new machines and built and configured ready to be issued to new starter
• Perform laptop refreshes and upgrades for existing staff
• Ensure all IT areas and storage are organised and presentable at all times
• Report/escalate any issues from the office to be raised on the CorpIT daily call
• Assist with ongoing projects for the Service Desk and other teams

What we’re looking for
• Previous experience in Service Desk or IT Support / Technician role
• Troubleshooting both Windows and Mac operating systems and hardware
• Understanding of Windows and OSX based software, especially Microsoft Office, Remote Desktop Clients and built-in utilities (Terminal, Activity Monitor, System Preferences, Console, Disk Utility)
• Experience with remote support and remote control tools
• Basic knowledge of networking and TCP/IP/DHCP
• Experience in managing Windows and OS X within an Active Directory environment
• Experience using a helpdesk / ticketing system and workflows
• Basic understanding of WDS, GPOs, and OS X preference management.
• Be able to communicate over the phone with multi-national colleagues and take an active part in team meetings
• Passionate about IT and technology
• Excellent customer service skills
• Good communication skills and confidence to bond with the existing team and staff throughout the office
• Patience/methodical and logical approach to problem solving
• Time management skills 
• Being able to work independently as well as part of a team
• Ability to work with other technical teams throughout the company

Note to Third-Party / Recruitment Agencies / Executive Search Firms: HomeAway does not accept unsolicited resumes from third-party recruiters or recruiting agencies. Please do not forward unsolicited resumes to any employees of HomeAway.

HomeAway is not responsible for any fees related to unsolicited resumes.