The Specialist Technical Support IT Services is an experienced team member of professional employees who are responsible for providing excellent customer support,
troubleshooting and complex issue resolution across multiple IHG technology platforms. The Specialist Technical Support IT Services exercise appropriates solutioning
within defined SLAs, standards and guidelines
Key Accountabilities
Assisting customers with complex hardware and software selection, procurement, installation, maintenance, and troubleshooting. This includes the release of software updates, service packs, security patches and antivirus signatures to managed devices.
Reviews trend data, metrics and presentations on customer support issues and makes recommendation on process improvements to the technology leadership team.
Develops support documentation (e.g. work aids, process descriptions, checklists, templates and guides) to assist with process implementation, adoption and sustained maintenance.Monitors trend capacity and availability to help facilitate proactive Problem Management.
Provides the solutioning for technology related issues requiring vendors and 3rd party involvement
Ensure Standard Operating Procedures (SOPs) for incident resolution Service Request fulfillment are created and embedded in the team.
Provides expertise to root cause analysis for customer support improvement opportunities
Key Skills & Experiences
Education
Bachelor's Degree in a relevant field of work or an equivalent combination of education and work-related experience.
Experience
Typically, a minimum of 5+ years of progressive work-related experience with demonstrated proficiency in multiple disciplines, technologies, or processes related to the position.
Knowledge of supported systems within respective area.
Good verbal and written skill communicating with diverse work teams within all levels of an organization to include senior level management in addition to external stakeholders.
Analytical thinking, planning, organizational, investigation, and time management skills to include summarizing information and clearly identifying key elements, patterns, results or relationshipsUnderstanding of project management principles and processes.
Reasoning capability.
Ability to solve practical problems while dealing with a variety of concrete variables during situations in which only limited standardization exists.
Understanding of implications of business requirements on the application(s) with the ability to advise stakeholders and key business partnersAwareness of market trends, business strategies and technology and their interrelationships
Technical writing skills are a plus.
Ability to maintain discretion and confidentiality
At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale.
With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons.
You'll experience our unique culture and brilliant colleagues who will support and inspire you.With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there's Room for You at IHG.
Over recent years, we've transformed our company.We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.
We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity.
That's why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively.
We recognise that every role is different, that's why leaders work with teams to determine how and when they collaborate.
We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work.
IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws.
We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button.
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