Technology Helpdesk Executive

About the Role and Team

Join our team to provide expert triage, analysis, and resolution for incidents impacting Disney Parks reservation systems. Your goal will be to maintain system stability and reduce business interruptions while clearly communicating issues and updates to stakeholders, translating technical details into business-relevant information and managing expectations throughout.

As the primary escalation point beyond 1st line helpdesk support, you will ensure incidents are properly assessed, prioritized, and handled. Reporting to the Technical Account Manager, you will play a pivotal role linking the helpdesk, internal teams, and external partners, taking ownership to drive incident resolution.

The position is office-based at London Hammersmith four days a week, with the flexibility of working remotely one day (Monday or Friday) each week.

Responsibilities

• Manage the full incident lifecycle, including triage, prioritization, and coordinating resolution efforts, while identifying patterns and recurring problems to suggest permanent solutions.
• Provide timely, structured updates during incidents, detailing impact and progress to keep stakeholders informed and aligned.
• Foster strong partnerships with technology vendors and internal stakeholders to support business goals collaboratively.
• Perform root cause analyses alongside internal teams and third-party partners to implement long-term fixes.
• Oversee incoming helpdesk ticket management, ensuring accurate logging, categorization, and appropriate escalation for swift resolution.
• Maintain clear and consistent communication tailored to technical and non-technical audiences to report impacts, risks, and resolution timelines.
• Contribute to knowledge base development, including system playbooks and incident handling procedures.
• Engage in testing activities such as UAT, integration, and regression to safeguard system stability and reduce production risks.
• Provide 1st line system support by triaging incidents and resolving bugs in coordination with third parties to maintain system performance aligned with business needs.

Accountabilities

• Responsible to the Technology Technical Account Manager.
• Ensure effective incident triage, escalation, and resolution processes.
• Maintain transparent and trustworthy communication with stakeholders during service interruptions.
• Build and nurture collaborative relationships internally and externally.
• Deliver outstanding customer service, supporting users effectively within the role's scope.
• Contribute actively to team goals and overall service performance.

Requirements

• Background in business analysis or technology support, preferably within the travel sector.
• Experience in technology helpdesk environments, especially providing specialist 1st line support.
• Familiarity with issue tracking tools like JIRA.
• Skilled in preparing clear and thorough documentation and specifications.
• Proven ability to establish effective domestic and international stakeholder relationships.
• Problem-solving mindset with initiative and solution-oriented approach.
• Highly organized, detail-focused, and able to prioritize tasks and communicate timelines clearly.
• Strong communication skills to simplify complex technical issues for varied audiences.
• Capable of working autonomously and collaboratively within teams.
• Effective multitasking in fast-paced environments while keeping stakeholders updated regularly.
• Experience managing priorities and distributing time efficiently under pressure.
• Analytical thinker with structured problem-solving capabilities.
• Excellent business writing and verbal communication skills.
• Proficient with Microsoft Word, Excel, Outlook, and PowerPoint.
• Willingness and ability to acquire new systems knowledge.
• Preferred knowledge of Disney’s brand, services, and ability to operate within brand guidelines.

Benefits

• Annual leave of 25 days.
• Private medical and dental insurance coverage.
• Complimentary access to Disney Parks for you and your family and friends.
• Employee discounts across Disney products, resorts dining, and ticketing.
• Inclusive parental and guardian leave policies.
• Access to Employee Resource Groups fostering diversity and wellbeing, such as WOMEN @ Disney, Disney Mosaic, Disney PRIDE, ENABLED (disability and neurodiversity), and TRUST (mental health and wellbeing).

Additional Information

The Walt Disney Company is committed to diversity, equal opportunity, and creating a workplace where all individuals can thrive and belong. Reasonable accommodations are provided for candidates with disabilities to fully participate in the hiring process and job functions. Applicants are encouraged to request accommodations when needed.