IT Support Specialist
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Job Location:
Prague - Czech Republic
Monthly Salary:
Not Disclosed
Posted on:
14 hours ago
Vacancies:
1 Vacancy
Job Summary
- Prague
- Hybrid
Job Description
A bit about the role:
The role provides IT support to HX users at land and sea and will be a member of an active first-line IT Service Desk team. The focus of the role is to resolve IT incident and service requests from simple to mid-complex cases in a timely manner with quality and clear communication on the case status. The majority of cases will be raised via the IT Service Desk portal and by telephone or using other communication and collaboration business tools. Cases that cannot be resolved at first line should be routed to the correct 2nd/3rd line resolver group using JIRA.
As our business operates in multiple regions globally 24x7x365 there may be a requirement to stagger hours with other members of the team across an extended business day to ensure maximum coverage.
Key Responsibilities:
To deliver fantastic customer service to HX employees
To be a proactive member of the IT Service Desk ensuring case workloads are prioritised effectively and backlogs are kept to a minimum
To build knowledge of all user applications in order to provide excellent service to user base
Record and document incidents/requests received from end users via phone and ITSM tool
Super User of service desk solutions (i.e. Remote Support Admin Software or ITSM-JIRA)
Perform hands on fixes at a desktop level supporting the Prague workforce in an on-site capacity and travelling to other office locations if/when required
Build strong relationships with Digital & IT colleagues to promote effective collaboration between 1st line and 2nd/3rd
line and ensure efficient and timely routing of complex cases to other resolver groups
Participate in IT initiatives before/during/after changes new services or solutions (i.e. monthly patching health check or hyper care support)
Actively update articles in the internal collaborative knowledge base IT Tool
Initiate and participate in major incident management when required or initiate MIM process
Required Experience:
IC
Key Skills
- Fund Management
- Corporate Sales
- HR Recruitment
- Linux
- Airlines
About Company
About the company Since 1896, HX have championed sustainability in the expedition cruise sector. From launching the world’s first battery-hybrid expedition cruise ships to banishing heavy fuel oil and single use plastics from our fleet. We are at the forefront of driving sustainable p ... View more
