IT Service Desk Lead
- Prague
- Hybrid
A bit about the role:
Overview:
The role provides IT support to HX employees and will lead an active, first-line IT Service Desk team, giving them guidance and support during day-to-day working, as well as coaching and mentoring to ‘shift left’. 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.
As our business operates in multiple regions globally 24x7x365, there is an on-call element to the role to ensure major incidents impacting business critical systems are managed and resolved in a timely way.
Key Responsibilities:
- To deliver fantastic customer service to HX employees
- To lead the IT Service Desk, ensuring case workloads are prioritised effectively and backlogs are kept to a minimum
- Play a hands on role in resolving cases, building knowledge of all user applications in order to provide guidance to team members
- Be a super user of service desk solutions (i.e. Remote Support Admin Software)
- Perform hands on fixes at a desktop level, supporting the Prague workforce in an on-site capacity
- Act as an escalation point for the IT Service Desk
- Build strong relationships with Digital & IT colleagues to promote effective collaboration between teams and ensure efficient and timely routing of complex cases to other resolver groups
- Support the ITIL Operations Manager in identification of repeat cases that may require Problem Management
- 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 and maintain all Service Desk related process documentation
- Initiate and participate in major incident management when required or initiate MIM process
- Report on departmental KPIs on a monthly basis to enable senior management and stakeholders to monitor performance of the teams
Skills & Requirements
About you:
Knowledge & Skills:
- Bachelor’s Degree in IT or relevant experience in an IT department, preferably leading a Service Desk
- ITIL Foundation V3/4, ComTIA A+ or comparable certification/training
- 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 leading/guiding/mentoring IT colleagues
- 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
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Passionate Explorers - We are proud of our history and are driven to create more.
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‘Can-Do’ Mindset - We jump-in and proactively contribute to the greater good.
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Supportive and Collaborative Teams - We are curious and generous with our knowledge. We Trust.
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Genuine Interactions - We want all people to be their true selves.
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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.
Single-use plastic banHurtigruten was the first major travel company to have removed single-use plastic from its entire fleet and our hotels.
Hybrid Explorer shipsHX Expedition has two hybrid-electric powered expedition cruise ships that offer a 20% reduction of fuel consumption.
Beach cleanupsHX Expedition Teams encourage guests to take part in beach clean-ups, which results in several metric tonnes of trash every year being removed.
HX Expedition FoundationOur HX Foundation is a dedicated charity supporting local communities and environmental initiatives solely on the areas where HX’s Expedition ships sail, from the Arctic and Alaska to the UK, Galápagos Islands and Antarctica.
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