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IT Service Desk Analyst

A bit about the role:
Overview:

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​

Skills & Requirements

About you:
Knowledge & Skills:

  • Experience in a corporate, customer facing role
  • Understanding of business technologies and applications from an end user perspective​
  • Understanding and demonstrable experience in troubleshooting IT systems (OS Layers)​
  • Experience of working as part of an effective IT team
  • Strong customer service skills​​
  • Articulate & methodical approach to problem solving​
  • Excellent interpersonal skills, both verbal and written​​
  • Self-motivation with commitment, drive and enthusiasm​
  • A positive and proactive “can do” approach with ability to work on own initiative or as part of a team​​.

Key Personal Attributes/Behavioural Competencies:

  • Self-driven and independent, yet with a will to ask and understand
  • Relationship building & influencing skills with high sense of awareness (EQ)
  • Curious and dedicated, focused on delivering business outcomes
  • Effective & confident communication skills – able to succeed in a diverse organisation
  • Ambitious and thrives in a high-paced, international, changing work environment.
  • Problem Solving Skills with an ability to adapt and bring solutions to the table
  • Customer Service oriented: delivering results and meeting customer expectations.

You will get:

  • To be part of a dynamic and dedicated team, with highly skilled colleagues.
  • Opportunities to work on a global level, with senior management.
  • Excellent growth opportunities and the ability to impact with velocity.

Great Place to Work

  • Passionate Explorers - We are proud of our history and are driven to create more.

    Passionate Explorers - We are proud of our history and are driven to create more.

  • ‘Can-Do’ Mindset - We jump-in and proactively contribute to the greater good.

    ‘Can-Do’ Mindset - We jump-in and proactively contribute to the greater good.

  • Supportive and Collaborative Teams - We are curious and generous with our knowledge. We Trust.

    Supportive and Collaborative Teams - We are curious and generous with our knowledge. We Trust.

  • Genuine Interactions - We want all people to be their true selves.

    Genuine Interactions - We want all people to be their true selves.

  • Humble Leadership - We have a short distance between leaders and teams.

    Humble Leadership - We have a short distance between leaders and teams.

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 practices in expedition cruises that prioritise greener travel.

For nearly 130 years we have been committed to continuously improving what we do for our guests but also for the people we work with.

We are a group of explorers who want to seek out the very best journeys for our guests but also for ourselves. We take our guests on big life-changing adventures, from the stunning wilderness of the Arctic to the incredible creatures on the Galápagos Islands all on our purpose-built expedition ships. Our HX fleet explore hundreds of destinations in over 30 countries across 5 continents.

Our ambition is strong and lofty – we want to become the number one sustainable expedition brand in the world. But we recognise we need passionate explorers, with can-do mindsets, humble leadership skills which bring people together for genuine interactions in a supportive and collaborative way.

As a newly branded company built on a 130-years heritage, HX is at an exciting new chapter and as we embark on this new journey, we believe your skills and passion could thrive. We are looking for talented explorers who want to join us on our exciting expedition to growth and success. This could include travelling and working in amazing HX hubs both on sea and land. From our impressive new Headquarters in London to our state-of-the-art Customer Service Centre just opened in Prague as well as various offices across Europe, the US and APAC.

One thing you’ll find whether on sea or land is a group of people, all connected with the same mindset and purpose - we want to explore more, champion sustainability and become the world’s very best expedition cruise operator.

Louise Mackinlay | Contact Person

I'm interested
HX Expeditions

Prague, Czechia | On-site
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