IT Service Desk Analyst

Skills & Requirements

Key Responsibilities & Deliverables:

• 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

Requirements:

• Fluency in English is required.
• Experience in maritime, expedition, or cruise industry beneficial but not required.
• 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
• Contribute to broader team and business priorities as needed.
• Thinks sustainably and brings this mindset to their team and partners.
• Champions the HX Spirits

Key Personal Attributes/Behavioural Competencies:

• Safety and Compliance minded for yourself and others.
• High degree of personal integrity and honesty.
• Excited to work in a hybrid work environment to leverage time in person with colleagues across the business.
• Passionate about inclusion and belonging. You take pride in bringing people and different perspectives together to promote a diverse and inclusive workplace.
• Clear and effective communication with internal and external stakeholders.
• Ability to manage execution and competing demands.
• Ability to adapt to change in a positive, productive manner.
• 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
• 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.

Benefits:

We offer 25 days of annual leave, meal allowance, Multisport card contribution, a Mental Health Program, and a hybrid working model (3 days in the office, 2 days working from home). Employees also benefit from our Friends & Family program, which includes two cabins per year to travel to any of our destinations free of charge.

HX Spirit:

• 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.

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

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

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