Service Desk Analyst

About WebBeds

Launched in 2013, WebBeds is a global marketplace for the travel trade, providing powerful distribution solutions that make selling and buying travel products easier. It sources accommodation and destination services from travel suppliers, aggregates and merchandises that content in the WebBeds platform, then distributes it to its global network of travel trade buyers, who sell to the travelling public.

Hotels and other suppliers - global and regional hotel chains, independent hotels, apartments, resorts, attractions, transfer and sightseeing companies and more - can sell their products to a global network of online and offline travel buyers through robust solutions that provide greater inventory control to simplify distribution, and leverage WebBeds enhanced analytics to inform inventory optimisation choices – saving costs and increasing revenue.

Travel buyers - online travel agencies, retail travel agents, corporate travel managers, tour operators, wholesalers, tourism boards, super apps, DMC’s, group providers, airlines and more - can integrate the hundreds of thousands of hotels and ground services in the WebBeds marketplace through simple and seamless API connectivity, or they can search, shop and book online through one of WebBeds trade only booking sites.

WebBeds operates globally through four geographic regions – Europe, Asia Pacific, MEA (Middle East and Africa) and Americas - with over 1,900 travel professionals working in 120 cities across 50 countries worldwide.

Find out more about the WebBeds business at www.webbeds.com

WebBeds is a travel brand of the Web Travel Group (ASX: WEB).

What will you do on your journey with Web Travel Group?

Group Infrastructure Services provide both Operational and Project Delivery IT group services across the Web travel Group, our division is responsible and operates Service Desk, End User Compute, Platform Engineering, and Project Office.

Over the last 4 years our division has changed the way we operate, transformed the Small Business hosted technology solutions to Enterprise scale on demand Services, that enable our business to operate with the agility and pace required by a post pandemic Travel world.

Operationally and Project based standards and processes have been refined around ‘ITSM’ and ‘Think Build Run’, we are an ITIL house, using waterfall in principle with accelerated delivery where appropriate.

How will you make an impact?

We are seeking a Service Desk Analyst to provide first-line technical support to users, ensuring timely resolution of IT issues and high levels of customer satisfaction. The role involves troubleshooting hardware, software, and network problems while delivering excellent service in a fast-paced environment.

Key Elements Of The Role Include

• Serve as the first point of contact for IT support via phone, email, chat, or ticketing system (ServiceNow)
• Log, prioritize, and manage incidents and service requests according to SLAs
• Diagnose and resolve technical issues related to desktops, laptops, software, mobile devices, printers, applications, and networks. Essentially, great troubleshooting skills.
• Escalate complex issues to second/third-line support teams when required
• Install, configure, and maintain IT equipment and software
• Provide user guidance and training on systems and applications
• Maintain accurate documentation of issues, solutions, and procedures including Knowledge Base articles
• Monitor system performance and identify recurring problems
• Follow ITIL-based service management processes
• Ensure security policies and data protection standards are upheld
• Collaborating with other teams: such as network and infrastructure teams and application support, to resolve complex technical issues.
  
  

The skills we would love to see in your suitcase!

• Diploma or degree in IT, Computer Science, or related field (or equivalent experience)
• 1–3 years of experience in a service desk or technical support role (preferred)
• Strong knowledge of Windows/Mac OS, Microsoft 365, basic networking, computer admin experience and Intune.
• Familiarity with ticketing systems (ServiceNow, Jira, Zendesk)
• Excellent communication and customer service skills
• Strong problem-solving and time-management abilities
• Teamwork, independent work and the ability to think outside of the box
• Additional certificates such as CompTIA A+ / Network+, ITIL Foundation, or Microsoft certificates are a plus
  
  

Why choose us as your next destination?

We are super proud of our dedicated team of friendly, energetic & passionate professionals. Our people are key to the success of our business & everybody at WebBeds has their own unique role to play as we continue to drive the company forward.

Over 50 different languages are spoken by our workforce, but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires, we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support.

• International highly skilled group of experts from all around the globe 🌎
• Dynamic environment with the chance to grow, influence & impact change ⚡
• Disruptive, fast-growing market leader within travel & endless possibilities 💼
• Culture built on collaboration🤝 empowerment and innovation 💡
  
  

Click for more information about life at WebBeds : https://vimeo.com/448790131

Find out more about the WebBeds business at www.webbeds.com -

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