Analyst IT Business Workforce Platforms

Role Purpose

The European Customer Service Team (ECS) is responsible for delivering a consistent and outstanding customer service and IT support to its hotels and corporate office customers within Europe. The team also acts as a technical escalation point for the regions hotel based IT managers and provides incident resolution across a broad range of technologies. The team also includes and provides Service Design and Transition for regional and global project transition.

The Smart Solutions Bar Analyst is responsible for delivering an exceptional level of front line service to customers in the region via our IT Service desk - The Smart Solutions Bar. This position is also responsible for ensuring that our suppliers consistently deliver great service at or above contractual SLAs, for driving improvements in customer satisfaction and providing the single point of contact for customers with ongoing IT service issues. Individuals in this position must have a fundamental understanding of our IT solutions and services along with the applications deployed across all the corporate offices in the region. Above all, they must have outstanding customer care skills, be a team player and be focused on helping others succeed.

Key Accountabilities

• Responsible for providing excellent face to face customer IT support in corporate offices as well as remote support for satellite offices and homeworkers by:
• Having real passion about customer service and a commitment to exceeding expectations.
• Providing frontline customer support and diagnosis at the Smart Solutions Bar for hardware & software issues.
• Managing assigned service tickets ensuring Incidents and IT Service Requests are resolved better than agreed SLAs.
• Providing advice and guidance to customers to ensure the effective use of IT services & solutions in line with our standards and best practice.
• Interfacing with departments to ensure that moves, adds and changes (especially new employees and leavers) are dealt with as quickly as possible.
• Juggling customer and service issues with a genuine sense of urgency.
• Being one of the go-to people for technical knowledge for customers.
• Assist with infrastructure management activities on corporate office systems, servers, networks and applications by assisting in the release of software updates, service packs, security patches and antivirus signatures to managed devices.
• Assist develop processes to ensure that managed systems availability is in line with agreed SLAs.
• Help document Standard Operating Procedures (SOPs) for Incident resolution Service Request fulfillment.
• Support the Service Manager in improving Customer Satisfaction by delivering Service Improvement Initiatives.
• Be available as required to provide support for high priority Incidents and perform systems maintenance outside of normal business hours as necessary.
  
  

Key Skills & Experiences

Education -

• ITIL v3 Foundation Certificate preferred.
• Microsoft MCSA preferred.
  
  

Experience -

• 1+ plus years working in technical support or customer service, in a desk side support role.
• Excellent customer care, relationship building and interpersonal skills. Knowledge of technology with a focus on its use in a work place environment. Good analytical and problem solving skills with the ability to work and remain calm under pressure. Excellent communication skills with ability to translate technical concepts into simple terms.
• Self-motivated and the ability to work under own initiative.
• Cultural awareness. Second language (e.g. French or German) would be beneficial, but not essential.
  
  

Technical skills and Knowledge -

• Technical capabilities in three of the following areas and a strong understanding in the others:
• PC Operating Systems and local applications such as Microsoft OS, Office, Access, etc.
• PC hardware technologies and maintenance.
• Email and Mobile technologies such as Office 365 and Airwatch.
• Apple technologies such as iPhones, iPads, Macs and associated Operating Systems.
• Voice (Analogue & IPT) systems & handset configuration.
• Backup software, tape rotations and job configurations.
• Networking and TCP/IP.
• Experience in using typical Service Management tools.
• Experience in using remote control software and AD management tools.
  
  

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Dont quite meet every single requirement, but still believe youd be a great fit for the job? Well never know unless you hit the Apply button. Start your journey with us today.

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