Helpdesk Analyst

Job Title Helpdesk Analyst

As a Helpdesk Analyst, you will be responsible for ensuring all phone calls to the Helpdesk are responded in a polite and friendly manner.  You will ensure that tickets are created with clear and concise information and assigned to the relevant resolver groups.  

Our ideal Helpdesk Analyst will have experience in a similar role.  They will understand Service Management and be passionate about IT and customer service.  They will be task driven with a willingness to take ownership and drive follows through to a successful conclusion.  They need to be customer centric at all times and be able to work under pressure and meet strict SLA.  

Who are we?
As the UK’s leading holiday operator, a career at Bourne Leisure can offer more than just a job. Wherever you join us, we have plenty of exciting opportunities for development, over 17,000 fantastic team members and 55 beautiful locations and our HQ based in Hemel Hempstead. From Scotland to Cornwall, Norfolk to Wales, our resorts and hotels are dotted along some of the most breath-taking parts of the great British coastline and the most beautiful countryside, providing memories that last a lifetime for guests, owners, and team. We’re passionate about what we do, and we have a great time doing it, all of which is reflected in our unique culture. We welcome all new talent with open arms and support your journey with Bourne Leisure in any way we can.

What's it like to work with us? 
Ultimately, it’s our people and teams that make us an employer of choice.   
At Bourne Leisure, we care about you as an individual – whether you are office based, home based or a mixture of the two, we are open and transparent in our approach and welcome the same approach in return. We are a place where talent thrives and gives you the autonomy to be the master of your own path. We are supportive and collaborative, giving you the opportunity to learn, ask questions and work with different people throughout the business. We are one great team, and we celebrate successes as an individual and as a collective with our teams. 

Purpose of the role:

• Acting as a positive role model for the Bourne Leisure brand to encourage team engagement aligning brand,  culture and values 
• Act as first point of contact for a vast range of incidents and service requests
• Answering phone calls in a professional and polite manner
• Building relationships with our team members
• Ability to work under own initiative and have a proactive attitude to work
• Keeping team members up to date on incidents and service requests
• First time fix in accordance with performance targets and ensure SLAs are met
• Responsible for the administration and maintenance of IT accounts  
• Escalation to resolver groups as and when appropriate  
• Support of new deployments 
• Site visits supporting our sites as part of a scheduled support programme
• Assisting with service improvement initiatives and taking a proactive approach to increasing productivity 
• Passionate about IT, able to bring new ideas and ways of working to the team

Role responsibilities:

• Produce and update technical documentation
• Develop IT procedures
• Assisting with hardware builds, including Desktops, Laptops and phones  
• Root cause diagnosis
• Service request ticket logging using the service request system and expediting - e.g. ordering  hardware/software.  
• Software licence management
• Weekend working

Other desirable skills:

• A methodical and meticulous approach
• IT service management (ITIL Foundation)
• Task driven with a willingness to take ownership and drive through to successful conclusion
• Excellent communication (written and oral) and presentation skills for technical and non-technical staff
• The ability to work under pressure and meet deadlines
• Team player and ability to work on own
• Good record keeping on incidents and service requests
• Shift rota and weekend working
• Liaison with IT colleagues, business and vendors

What’s In It for You?
- Competitive holiday allowance that rises with service
- Holiday buy scheme
- Annual bonus
- 20% discount for any Haven, Butlins or Warner holiday for you, friends, and family.
- Wellbeing support across several different topics
- Opportunities to use our corporate box at The O2 arena for music, comedy, sport, and entertainment events
- Exclusive discounts with several corporate partners
- Access to fantastic learning and development opportunities, including Apprenticeships & Degrees 
- Real career pathways 
If this sounds like the right opportunity for you, go ahead and apply!

Bourne Leisure Head Office


1 Park Lane, Hemel Hempstead, Herts HP2 4YL GBR



Employment Status


Employment Type


Effective Date

2 August 2022

Expiration Date

1 September 2022