Hours: 37.5 hours per week, Mon - Fri 09:00 - 17:30
In a nutshell
In this role you'll proactively provide support and maintenance of the End User Computing (EUC) experience at one or more Virgin Atlantic & Virgin Holidays locations.
You’ll focus on 2nd line Desktop support, problem and incident management, service improvement plans, along with deployment of new services/equipment. A key part of this role is to engage and embrace our end users, other staff and 3rd party suppliers as appropriate to deliver that Virgin flair.
Day to day
Bring excellent Customer Service to life throughout the business, engaging others to do the same.
Provide second line support in relation to incidents and service requests, adhering to ITIL process.
Ownership to resolution of any incidents, Service Requests or problems associated with the systems supported.
Deployment of Hardware & Software to the technical, customer focused, security procedures and standards.
Working with Commercial Off The Shelf (COTS), bespoke developed systems and Software as a Service (SaaS).
Production and maintenance of technical and procedural documentation.
Participate in an on-call Rota service to provide out of hours support where necessary.
Build and maintain great relationships and trust with our business colleagues ensuring they are at the forefront of our minds for support and service.
Keep up to date with technology advances and business requirements and identify opportunities to deploy upgrades/enhancements/new solutions to Virgin Atlantic & Virgin Holidays.
This is a technical role so it's critical that you have excellent knowledge of EUC Security (Proxy/Anti-Virus) and expert knowledge of EUC hardware/software installation & diagnostics for both Windows and Mac platforms. You'll be used to working with Commercial off the shelf (COTS), bespoke developed systems and Software as a Service (SaaS). Experience of working with Service Management platforms, ideally Service Now is beneficial.
This is a fast-paced role so you’ll thrive in this type of environment and have the ability to organise your time effectively and be a good multi-tasker. You’ll be working with in-house and external 3rd parties so it’s important that you work collaboratively to ensure seamless integration into Virgin Atlantic & Virgin Holidays teams and “One Team” working. You’ll be communicating with people across the organisation at all levels so the perfect candidate will need to evidence the ability to build strong working relationships. Not all the people you’ll be dealing with will have technical knowledge so you’ll need to have the intuition to flex your messaging accordingly.
If the above sounds like you and you also have good attention to detail to produce documentation, user guides and crib sheets for technical specialists we’d love to hear from you.The perks
Our pioneering spirit and passion keeps our brand vibrantly alive. That's why we give our people the rewards that they deserve. We have a whole host of benefits in place to help you enjoy life to the full, as well as a world of travel opportunities including up to seven flights a year to a wide range of fabulous Virgin Atlantic global destinations. We also offer a competitive benefits package including pension and private medical schemes, life assurance, child care vouchers and excellent discounts across the Virgin Group of companies. We appreciate that life is busy, so when operationally possible remote working is available.
To all recruitment agencies: Virgin Atlantic does not accept unsolicited agency CVs. Please do not send unsolicited CVs to our job openings or to Virgin Atlantic employees. Virgin Atlantic is not responsible for any fees related to unsolicited CVs.