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Service Desk Lead

hace 2 meses

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HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.

JOB DESCRIPTION:

Purpose of the role

The Service Desk Technician will provide fast and helpful technical assistance with computer systems and application alarms. It will help to resolve tickets for technical and/or business issues and offer advice to solve them. Most of the support will be remote. The job holder will be self-motivated and work with attention to high customer satisfaction.

Accountabilities and responsibilities

  • Serve as the first point of contact for internal and some external customers, seeking technical assistance over the phone, IM chat or email.
  • Act as a primary responder to alerts and real-time events.
  • Take proactive ownership by responding in a timely manner to service issues and requests.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Engage with the customer and walk them through the problem-solving process.
  • Escalate unresolved issues to the next level of technical support or On-Call teams.
  • Identify and escalate situations requiring urgent attention.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs.
  • Follow-up with customers and users to ensure complete resolution of issues.
  • Pass on any feedback or suggestions by customers to the appropriate internal teams.
  • Preparing technical reports by collecting, analyzing, and summarizing information and trends.
  • Identify and suggest possible improvements to procedures.
  • The internal customers of the technology support team are all internal departments as support team provides service to all business units in the Group.
  • Geographical scope: the role is globally responsible for the HBX Group support capabilities in the scope of the Technology Operations, providing worldwide service from a support perspective. As the function is served worldwide, team is working remotely across Spain and expanding worldwide when possible or needed.
  • Financial target: The technology platform budget sits one level higher and holds besides licenses and other services, the infrastructure related budget in terms of public cloud infrastructure (approx. 10M/y at overall Technology Platform level). The Technology Platform provides and handles the underlying infrastructure on which all Hotelbeds applications run, which include internal and external facing applications, where internal applications support our team worldwide of 3.000 to 4.000 employees, while the external facing applications support the sales process of more than 85.000 bookings per day equivalent to more than 30M TTV per day. 1 hour of Technology Platform outage could impact TTV by more than 1M€. The ICC team provides monitoring and incident management support in 24x7 ensuring any event that could become a threat to the platform stability is detected on time and managed correctly to ensure its handled with the minimum possible impact, if these monitoring services are not available the Hotelbeds platform would be in risk as any issue would not be detected.
  • Level of contribution to above Target: the technology support team provides the needed support capabilities needed to maintain healthy all Hotelbeds critical applications and services, both internally and to our customers and suppliers.

Key stakeholders

  • Technology managers and Directors.
  • Business departments that require any configuration/support provided by the team.

Position requirements

  • A good working knowledge of Windows, Office365.
  • Knowledge of user management in Active Directory.
  • Knowledge of cloud infrastructure environments such as Amazon AWS, Azure – considered a plus.
  • Basic Networking knowledge.
  • A technical, logical thought process with problem-solving skills.
  • An ability to stick to strict deadlines whilst demonstrating ability to prioritize and delegate.
  • Good understanding & eagerness to learn of computer systems, mobile devices, and other tech products.
  • Ability to diagnose and resolve basic technical issues.
  • Excellent spoken and written English communication skills.
  • Customer-oriented and cool-tempered.
  • English language is a must.

You will have the opportunity to work for a company that is going through significant change in becoming the world’s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.

As well as an attractive benefits package you will be able to work:

  • Within an innovative, engaging and multicultural environment.
  • Have the opportunity to build strong and lasting business relationships and friendships from around the world.
  • Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.
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