Job Description

Our mission 

Travelodge’s mission is to be the UK’s favourite hotel for value. 

With more than a million visits every week to our website and more than eighteen million customers a year, the use of technology is critical to both our customer offer and our low-cost operations. 

The mission within IT is to ensure innovative technology drives the business forward, through the development of the company’s customer-facing and internal technology applications. 

The job in a nutshell 

As an IT Desktop Support Engineer, you will be providing technical support, troubleshooting and diagnosing faults in PCs, laptops, printers, mobile phones as well as carrying out software installs and laptop/desktop builds.  Ideally, you will have at least 3 years experience in a similar support role and be able to prioritise and own support issues through to resolution. 

The EUC Support team ensures all users within Travelodge are able to work effectively and efficiently responding appropriately to requests for assistance in relation to both Hotel and Head Office end user devices.

The role requires a mix of hands on technical skills as well as strong personnel and customer management skills. 

What you’ll be doing 

  • Managing desktop devices (hardware, software and connectivity) incidents and service requests through to resolution.

  • Providing standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Hotels) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).

  • Providing a responsive and friendly service at all times 

  • Resolving technical problems, using a methodological & detailed approach to problem solving 

  • Managing the incident management queue 

  • Managing an asset management database of all hardware and software 

  • Keeping track of stock levels and ensuring they are replenished as and when needed 

  • Delivering excellent service to our internal customers 

  • Adhering to all Service Management processes 


Budget & Staff Management Accountabilities 

None 

What we’ll expect from you 

To succeed in the role, you’ll be passionate about IT and be able to manage multiple issues at a time as well as partaking in some proactive activities such as preparing IT equipment for new hotel openings

The following skills are essential for this role: 

  • Good knowledge and experience of Windows 7 & 10 OS

  • Good knowledge of EUC tools, SCCM, cloud based MDM platforms and remote support tools 

  • Good awareness of ITIL process of Incident, Change, Problem, Service Request and Asset Management

  • Good experience with Android smartphones 

  • Strong knowledge of Printers/MFDs including ‘follow me’ printing solutions 

  • Having the ability to work on your own initiative 

  • Being self-motivated and multi-tasker 

  • Being a good communicator 

  • Being customer focused 

  • Having good written and oral communication skills displaying confidence, assertiveness and professionalism 

  • Having a ‘can do’ attitude 

  • Having good organisational skills, with strong attention to detail and accuracy 

The following technical skills are desirable for this role: 

  • Experience using a service management ticketing tool

  • Experience supporting Microsoft Office 

  • Experience supporting Google G Suite Enterprise 

  • Experience supporting Android tablets 

  • Experience supporting Apple iOS smartphones 

  • ITIL Foundation certified 



Travelodge Traits 

At Travelodge, we believe that behaviours are just as important as the activities you carry out. The ones we look for in every colleague are: 

I care about people 

● I treat everyone in a way I would like to be treated 

● I am easy to work with 

● I have a can do attitude 

● I care about the impact my work has on others

I pay attention to detail 

● I do the little things that make a difference to our customers 

● I work to brand standards 

● I treat Travelodge time, equipment and stock as if it were my own 

I drive for results 

● I hit targets in my role and work at the right pace 

● I take ownership of problems and try to fix them fast 

● I look for ways to avoid future problems 

● I look for ways to promote Travelodge 

What you can expect from us 

Culture 

At Travelodge, we are warm, straightforward and optimistic. We have a big footprint in the UK, but still a small company feel and you can expect quality and value to be built into everything we do. You’ll have the support of a close network of colleagues and managers, and every day is different here! We want you to bring your personality to work and we love our diversity. 

Reward and recognition 

It’s not just our customers we want to wake up with a smile on their face. As well as a competitive salary, being part of our hotel support centre means great holiday entitlements, pension contribution deals, being part of our bonus scheme, and a Thanks Card giving generous room and food discounts as well as friends and family rates. 

Career and development 

We want you to develop further with us at Travelodge and we’ll provide you a development plan to help you reach your goals. You can expect to have a full induction and training relevant to your role. We advertise all our vacancies internally, so you’ll have the opportunity to really develop your career with Travelodge.


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