Helpdesk Analyst

Do you want a career working for The Sunday Times 6th Best Biggest Company in the UK? Bourne Leisure has a wonderful, supportive culture, we will help you achieve your career goals and you will have a lot of fun doing it. Our business is on a transformational journey, now is a great time to join us as we plan to grow.

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.  

What you will be doing:
**Act as first point of contact for a vast range of 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
**Produce and update technical documentation
**Develop IT procedures
**Assisting with hardware builds, including Desktops, Laptops and phones 
**Root cause diagnosis

What we'd like you to bring:
**A methodical and meticulous approach
**IT service management (ITIL Foundation)
**Task driven attitude 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
**Experience of good record keeping on incidents and service requests
**Ability to work under own initiative and have a proactive attitude to work

Please note that this role will involve weekend working on a rota basis.

In return, we will offer you an incredibly supportive team environment, a fully flexible working environment, discounts on your holidays and a lot of FUN!

About us
Every year, more and more people get away from it all for a holiday with one of our 3 brands. Part of the award-winning Bourne Leisure family, we have 55 holiday parks and hotels from Scotland to Cornwall, in stunning locations around the UK coast and at beautiful historic manors. For our 2.6 We’re passionate about giving them a great time with memories that last a lifetime.


Bourne Leisure Head Office


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



Employment Status


Employment Type


Effective Date

25 November 2021

Expiration Date

31 December 2021