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At IHG, we know that great service starts with great people. As an IT Service Delivery Specialist, you’ll be at the heart of keeping our operations running smoothly by ensuring top-tier IT support for our teams and customers. You’ll manage key relationships with suppliers, drive improvements in service delivery, and be the go-to person for solving complex IT issues. Your expertise will directly impact the success of IHG, ensuring that our technology continues to serve our people and customers effectively every day.
Your day to day
* Deliver exceptional face-to-face customer support in corporate offices, alongside remote assistance for satellite offices and homeworkers.
* Take full ownership of escalated issues from corporate customers, ensuring swift and effective resolution.
* Resolve incidents promptly, minimising downtime and maintaining service continuity.
* Champion continuous improvement initiatives to enhance customer satisfaction and service delivery.
* Provide expert guidance to customers on the effective use of IT services and solutions, ensuring alignment with best practices and company standards.
* Build strong relationships by visiting customers and attending functional and team meetings to better understand and support their business needs.
* Collaborate with departments to ensure efficient handling of moves, adds, and changes, particularly for new starters and leavers.
* Manage end-to-end resolution of technical faults escalated to the team, working closely with vendors and internal support teams.
* Offer hands-on support for ad-hoc requests from various IHG Technology functions, ensuring seamless operations.
What We Need From You
While experience is valued, mindset is equally important. We’re looking for someone who is committed, proactive, and able to operate effectively in a fast-moving, global environment. The ideal candidate will be a problem-solver with strong technical skills and a customer-focused approach. You should be comfortable troubleshooting hardware and software issues and providing timely solutions to minimize disruptions.
* ITIL Foundation V3 or V4 Certification minimum.
* Microsoft qualifications desirable.
* 5+ years working in technical support, preferably in hospitality.
* 3+ years’ experience in an ITIL environment.
* Supplier Management experience.
* Strong knowledge of Microsoft Applications.
* Technical expertise in areas such as:
o PC Operating Systems and applications (Microsoft OS, Office, Access, etc.)
o Apple technologies (iPhones, iPads, Macs)
o Server technologies (Active Directory, etc.)
o Video conferencing systems (Cisco, Crestron)
o Virtualization (Virtual Server, VMware)
o Printer technology (YSoft follow me print)
o Security and patch management
o Networking and TCP/IP
* Experience with Service Management tools and reporting.
* Experience with remote control software and AD management.
If you don’t meet every requirement but believe you’re a great fit, don’t hesitate to apply. We’d love to hear from you!
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