The Walt Disney Company
Technology Helpdesk Executive
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Technology Helpdesk Executive
Req ID: 10155503
About the Role & Team
Deliver effective triage, analysis, and resolution of incidents across Disney Parks reservation systems, system stability and minimizing business disruption. Provide clear, timely, and proactive communication to stakeholders, translating technical issues into business relevant updates and managing expectations throughout.
Act as key escalation for 1st line helpdesk support, ensuring incidents are correctly assessed, prioritized, and processed. Work under the guidance of the Technical Account Manager to serve as a critical link between the technology helpdesk, internal teams, and external partners, taking ownership of incidents and driving them throughout the resolution.
Prioritize workloads effectively while improving system performance and reliability and drive continuous improvement in incident and support management processes to enhance efficiency and service delivery.
This role will be based in our London Hammersmith office, 4 days a week, with either a Monday or Friday working from home.
Values
You’ll join a team grounded in our Disney values — acting with Integrity, welcoming everyone through Inclusion, embracing boundless Creativity, working together through Collaboration, and caring deeply for our Community. These values shape how we work and how we support one another every day.
What You Will Do
- Own the end-to-end incident lifecycle including triage, prioritization, and resolution coordination, identifying trends, recurring issues, and proactively reviewing opportunities for permanent fixes. Deliver clear, structured updates during live incidents, outlining impact, timelines, and progress to ensure stakeholder alignment and confidence.
- Build and maintain strong relationships with core technology partners to support collaboration on key business objectives.
- Conduct detailed root cause analysis for defects and incidents working with internal teams and 3rd party partners to implement sustainable fixes.
- Manage the flow of incoming helpdesk tickets ensuring they are logged, categorized, and tracked appropriately. Escalate issues clearly and appropriately to ensure timely support from relevant stakeholders.
- Deliver consistent, high-quality communication across helpdesk tickets and incidents, ensuring stakeholders are informed of impact, progress, risks, and resolution including timelines, tailoring messaging to both technical and non-technical audiences.
- Contribute to the development of system playbooks, knowledge base, and incident procedures.
- Participate in testing activities (UAT, integration, regression) with a focus on minimizing production risk and ensuring system stability.
- Provide 1st line of systems support for the technology helpdesk to help triage systems incidents, identify and resolve bugs alongside third parties ensuring that the system performance is maintained and meets the business needs.
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Areas of Accountability
- Accountable to Technology Technical Account Manager.
- Accountable for effective incident triage, escalation, and resolution.
- Accountable for maintaining strong stakeholder communication and trust during service disruption.
- Accountable for creating excellent relationships and collaborating effectively with internal and external stakeholders.
- Accountable for providing exceptional customer service in order to successfully execute responsibilities within the scope of the role, providing the best possible support to users.
- Accountable for contributing to team objectives and service performance.
Required Qualifications & Skills
- Business analysis and technology systems support background, essential, within the travel industry, preferable.
- Experience or exposure to technology support or helpdesk environments with a particular focus on providing effective 1st line support.
- Experience with issue-tracking tools such as JIRA.
- Demonstrable experience of writing clear, comprehensive documentation/specifications.
- Proven experience of building effective relationships with both internal and external stakeholders, both domestically and internationally.
- Solution-driven approach to problem-solving with the ability to use initiative.
- Exceptional organization skills and attention to detail with the ability to prioritize effectively and communicate priorities, timelines, and dependencies clearly.
- Excellent stakeholder communication skills, with the ability to simplify technical issues.
- Able to work as part of an effective team as well as independently.
- Ability to build and maintain effective relationships with stakeholders at all levels, adapting communication style to suit technical and non-technical audiences.
- Ability to manage multiple tasks within a fast-paced environment, ensuring regular updates to stakeholders are provided.
- Ability to prioritize effectively in a fast-paced, high-impact environment with competent time distribution skills.
- Analytical and structured problem-solving approach.
- Excellent written and verbal communication skills for business use.
- Computer literate (Word, Excel, Outlook, and PowerPoint).
- Aptitude to learn new systems.
- Knowledge of the Disney brand and products and services the Company offers preferred.
- Knowledge of the Disney brand and products and services the Company offers, with the ability to work within brand guidelines.
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The Perks
- 25 days annual leave.
- Private medical insurance & dental care.
- Free Park Entry: You will have the opportunity to enter any of our parks with your family and friends for free.
- Disney Discounts: You are entitled to discounts on designated Disney products, resort F&B, and ticketing.
- Excellent parental and guardian leave.
- Employee Resource Groups – WOMEN @ Disney, Disney Mosaic, Disney PRIDE, our disability & neurodiversity focused group - ENABLED, and our Mental Health & Wellbeing Group, TRUST.
Employment Information
The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences, and perspectives.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Job Posting Segment: Commercial Strategy
Job Posting Primary Business: Disney Destinations Sales Solutions (WDW)
Primary Job Posting Category: Technical Support
Employment Type: Full time
Primary City, State, Region, Postal Code: London, United Kingdom
Alternate City, State, Region, Postal Code:
Date Posted: 2026-07-27
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