Service Desk Advisor

Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.

Collinson is the operator of Priority Pass, the world's original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world's leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 2,200 global colleagues.

Purpose of the job

The Service Desk Advisor (SDA) who will be reporting to the Service Desk Supervisor, is the first point of contact for colleagues across the Collinson Group who may be experiencing an issue, or who have a request. They will also handle reported issues relating to Collinson's products and services from Collinson Colleagues or some of Collinson's clients or customers.

Working in a 24*7 service desk and in accordance with variable shift patterns, the SDA owns the

relationship with the person reporting the issue or making the request and is responsible for

contacting other resolving teams wherever additional resolution support is required.

The SDA is responsible for ensuring that all tickets are actioned and resolved within their set SLA, escalating as appropriate wherever required.

The SDA ensures that all the required information is gathered and accurately documented on tickets to aid the speedy resolution of an Incident, Major Incident, or fulfilment of a Request.

Key Responsibilities

Call reception and ticket logging

Answers Calls and Chats professionally with a focus on accurate data capture and excellent customer service.

Ensures that the information gathered is accurate and clearly documented.

Assesses the Impact and Urgency of a ticket with the customer to ensure the correct priority is set for every ticket logged.

Uses all available knowledge support and tool support to allocate tickets correctly first time, every time to drive efficient and rapid ticket resolution targets.

Contacts other resolving teams to make sure that tickets are actioned promptly.

Builds great relationships with other resolving teams to help ensure all tickets can be resolved speedily, and additional data capture is actioned promptly to support resolution.

SLA Management

Identifies tickets that meet the Critical Incident threshold and follows the correct escalation

procedures to ensure the ticket gets into the Major Incident process promptly.

Works collaboratively and effectively to help ensure that all tickets are managed in line with the set SLA.

Jeopardy Management 

  Ticket is managed in line with the jeopardy management process.

Escalation Management

Ticket is escalated appropriately in line with the escalation process.

Provide 1st line escalation to customers and service managers.

Provide 1st line escalation into resolver groups.

Responsible for advising Service Desk Supervisor or Manager of any missing information in the knowledge database.

Communication

Owns the Customer Communication relationship throughout the full lifecycle of the ticket.

Regularly updates the Customer with clear and meaningful updates.

Ensures that the updates documented on the ticket are of the highest standards, and all

updates are meaningful and clear.

Follows all documented Knowledge and Process to ensure that relevant key internal contacts are advised whenever appropriate or required.

Incident Management

Resolves all tickets within scope.

Owns the flow of communication throughout the full lifecycle of the ticket, providing timely, clear, and appropriate updates to the customer, and providing a conduit between the customer and other resolving teams that may be supporting the resolution of the ticket.

Ensures that the communications to all stakeholders are accurate, relevant, and timely.

Takes ownership of the actions and learning points from Incident reviews and ensures these are followed through to completion, in line with the Incident Management and Problem Management process.

Ensures that the escalation process is invoked wherever appropriate.

Maintains and identifies trends to manage and maintain Knowledge articles and update

Knowledge wherever appropriate.

Service Requests

Ensure Request tickets are fulfilled that are within scope.

Owns the flow of communication to the customer and provides the conduit between the

customer and the resolver group working on the service request.

Ensures that the communications to all stakeholders are accurate, relevant, and timely.

Knowledge, skills and experience required

Experience in working in an IT service desk environment and a keenness to learn and develop.

Recognition of the issues involved in working in the service industry, with particular emphasis on maintaining customer focus during the resolution of incidents and fulfilment of requests.

Ability to form close working relationships with customer community, external and internal resolver groups.

Excellent client facing communication skills.

A self-motivated team player with excellent interpersonal skills.

An outgoing individual willing to participate as part of a small and flexible team.

Fluent written and spoken English.

A+ and N+ desirable

Technical IT support desirable


Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).