The part you’ll play

The role holder will be responsible for ensuring incident and requests are logged, tracked, resolved and measured within the given SLA’s, whilst ensuring adherence to ITIL processes.

Main accountabilities include:

  • Management of individual work queues.
  • Ensuring all tickets are logged and tracked in the service management platform, service now.
  • Ensuring the correct priority is given to incidents.
  • Creating and sharing of knowledge documents.
  • Ensuring all P1 incidents follow incident management process.
  • Ensuring service catalogue is kept up to date.
  • Participation in team meetings.
  • Participate in regular 1:1 meeting with Team Leader.
  • Responsible for personal development including keeping up to date with all training material provided and ensuring training is reflected in the skills matrix.
  • Ensuring process are executed to the set targets and SLA’s
  • Ensuring the CMDB is updated with all adds moves and changes.


What you’ll need to bring:

  • Demonstrable experience in a service desk environment.
  • Excellent telephone manner.
  • Ability to problem solve.
  • Excellent customer service skills.
  • Ability to work within a team environment.
  • Excellent written and verbal communication skills.
  • Can work under pressure.
  • Ability to work independently.
  • ITIL Foundation certified.



What you’ll get in return

You’ll be part of a friendly organisation who values the part their people play. You’ll see that there’s no place like an airport to work in, either. A unique, fast-paced environment, bustling with people, it’s a world in itself, where every day brings a new experience. So, you’ll enjoy plenty of variety and development opportunities and you’ll have our full support and training, for the whole of your career journey with us.

Working in an Airside role, to follow aviation security requirements, you will be required to hold a full Airside Security Pass. To obtain this we will need 5 years' full referencing history, with a Criminal Record Check.


About Menzies Aviation

Menzies Aviation is a global provider of customer, ramp and cargo handling services. Our people are the friendliest faces and safest of hands for millions of customers, making sure that luggage is processed, aircraft are ready for boarding, and baggage is handled with care.

Operating at over 140 stations in 31 countries and supported by a worldwide team of over 21,000 employees, we serve over 500 airlines handling over a million flights, and 1.6 million tonnes of cargo every year... and, we’re still growing our business. We work to be the best at what we do, and that means employing and supporting the best people.

Close map
Edinburgh - HQ
2 Lochside Avenue, Edinburgh Park, Edinburgh, United Kingdom, EH12 9DJ
  • Salary:
    Commensurate with skills and experience
  • Grade:
  • Location:
    Edinburgh - HQ
  • Region:
  • Function:
    Corporate Services
  • Vacancy Type:
    Full-Time Permanent
  • Hours Per Week:
  • Closing Date:
    31 October 2017