About Us

At Travel Counsellors, our customers, communities, and colleagues are at the heart of everything we do. For over 30 years, we've empowered 2,200+ independent travel agents worldwide, helping them build successful businesses while providing deeply personal, human connections with their customers. Supported by a talented team of over 400 people in our Support Offices, we create unique travel experiences that keep customers coming back. Named the Best Place to Work in Travel (2022) and ranked in the Sunday Times Best Places to Work (2023, 2024 & 2025), we’re expanding rapidly and looking for exceptional individuals to join our Head Office team.

About the Role

Provide high-quality, customer-focused 1st and 2nd line IT support to users across the organisation globally. Act as a primary point of contact for technical issues, service requests, access queries, and workplace technology support.

Own incidents and service requests from initial logging through to resolution or effective escalation, working within agreed ITIL processes, service levels, security controls, and delegated authority. Investigate and resolve issues within the role’s 1st and 2nd line scope, escalating matters requiring specialist expertise to the appropriate Application, Platform, Infrastructure, Network, Security, Identity, Project, or supplier support team.

The role is hands-on and requires a strong technical foundation, sound judgement, clear communication, and a proactive approach to problem-solving. The analyst will contribute to continual service improvement, automation, self-service, and the responsible use of approved AI-enabled support tools.

Principal Accountabilities

• Provide customer-focused 1st and 2nd line IT support across agreed service channels.
• Log, categorise, prioritise, and manage incidents, service requests, and access queries in line with ITIL processes.
• Own tickets through to resolution or effective escalation, meeting agreed SLA and OLA targets while maintaining accurate records and proactive communication.
• Diagnose and resolve issues across Windows, Microsoft 365, Entra ID/Active Directory, Intune, MFA, VPN, network connectivity, devices, and business applications.
• Complete approved access, joiner, mover, and leaver activities, device provisioning, asset management, and onboarding/offboarding tasks securely and accurately.
• Escalate issues requiring specialist expertise to the appropriate Application, Platform, Infrastructure, Network, Security, Identity, Project, or supplier support team, retaining responsibility for ticket progression and user communication.
• Contribute to problem, change, and major incident activities, including investigation, testing, deployment support, technical documentation, and early-life support.
• Apply least-privilege, data protection, and information security requirements, escalating suspected security incidents or control exceptions promptly.
• Create and maintain high-quality knowledge articles, support guides, and self-service content, and provide user guidance or training where required.
• Identify opportunities to improve automation, self-service, and support efficiency, using approved AI tools responsibly and in accordance with company policy.
• Contribute to service improvement, supplier liaison, backlog reduction, ticket quality, and customer satisfaction.
• Support the achievement of agreed service measures, including SLA/OLA performance, first-contact resolution, customer satisfaction, and accurate service records.
• Work flexibly within agreed service hours, shift arrangements, and out-of-hours support requirements.