Hotelplan UK is part of Hotelplan Group, a well-established and diverse family of specialist tour operators, with a strong tradition of excellence and high standards of quality and service. We are passionate about the holidays we offer, and we always aim to meet or exceed the expectations of our customers.

The family comprises ski, walking and Lapland holidays with Inghams and Santa’s Lapland; adventure travel with Explore Worldwide; and self-guided experts, Inntravel. Join us on our journey, creating extraordinary travel experiences for all.

Sustainability and responsible tourism is at the core of everything we do, and should be a passion for everyone employed by the group. Our vision is to be the most loved travel company in our markets, famous for customer experience and sustainable travel.

We put people at the heart of everything we do and are proud of the extensive benefits we offer.

This role is based in Farnborough, Hampshire with 2 days per week in the office. Our office is within walking distance of the train station and has free parking. This is a full-time position, however work life balance is important to us and so we are open to discussion on flexible working patterns (minimum 4 days per week).

Salary: £35,000 - £45,000 + bonus            

Fixed term contracts for 12 months          

About the role:

Part of our Technology Support team, you will be responsible for ensuring our IT systems are available to business users at all times and will respond to, and resolve all incidents and requests logged into ITSM tool. This role is customer facing and you will be required to communicated effectively with both colleagues and suppliers to ensure levels of support are to the required standard. Key responsibilities:

• Action, track and monitor tickets within the ITSM toolset to point of escalation or resolution.
• Liaise with external resources where necessary to resolve issues.
• Ensure all tickets are administered in accordance with the agreed SLA’s.
• Creation, revisions and maintenance of the Know Error Database and support documentation.
• Work alongside other team members of various business projects. 
• Perform remote troubleshooting.
• Ensure all services provided to the business are delivered in accordance with the IT Security Policy.
• Assist with moves, additions and changes to the existing environment.
• Provide out of hours duty cover on a rota basis.

Am I the right person?  We are looking for your application to demonstrate: 

• M365 qualified and experience in supporting pre and post migrations.
• Active directory and domain management experience.
• Good knowledge of infrastructure (Server/Networking).
• Experience working within an IT 2^nd Line Support role.
• Demonstrable experience of installing, maintaining and supporting applications.
• Experience in providing end user support.
• Experience in the creation and maintenance of known error documentation.
• MS Windows OS (Win10) skills and knowledge.
• Strong analytical and problem solving skills.
• You are driven by deadlines and have the ability to work on your own initiative.
• Flexibility and adaptable to learn and apply new processes with an eye on the continuous improvement around technology and processes.

Sustainability and responsible tourism is at our core and our values will be close to your heart.

Diversity is to be celebrated. Life would be dreary, and change would be slow, if we all thought the same way. We challenge our ideas, each other, and our business partners - always with respect and kindness.