Hotel: Corp Branston, 1 First Avenue, Centrum100, DE14 2WB
At IHG, we know that great service starts with great people. As an IT Service Delivery Specialist, you’ll be at the heart of keeping our operations running smoothly by ensuring top-tier IT support for our teams and customers. You’ll manage key relationships with suppliers, drive improvements in service delivery, and be the go-to person for solving complex IT issues. Your expertise will directly impact the success of IHG, ensuring that our technology continues to serve our people and customers effectively every day.
Your day to day
* Deliver exceptional face-to-face customer support in corporate offices, alongside remote assistance for satellite offices and homeworkers.
* Take full ownership of escalated issues from corporate customers, ensuring swift and effective resolution.
* Resolve incidents promptly, minimising downtime and maintaining service continuity.
* Champion continuous improvement initiatives to enhance customer satisfaction and service delivery.
* Provide expert guidance to customers on the effective use of IT services and solutions, ensuring alignment with best practices and company standards.
* Build strong relationships by visiting customers and attending functional and team meetings to better understand and support their business needs.
* Collaborate with departments to ensure efficient handling of moves, adds, and changes, particularly for new starters and leavers.
* Manage end-to-end resolution of technical faults escalated to the team, working closely with vendors and internal support teams.
* Offer hands-on support for ad-hoc requests from various IHG Technology functions, ensuring seamless operations.
What we need from you
Whilst we value experience, mindset is of equal importance. We’re looking for someone who is committed, with a natural ability to operate effectively in a fast-moving, global environment. The ideal candidate will be a proactive problem-solver, equipped with strong technical skills and a customer-focused approach. You should be comfortable handling complex technical issues, troubleshooting hardware and software, and providing timely solutions to ensure minimal disruption.
* ITIL Foundation V3 or V4 Certification minimum.
* 5+ plus years working in technical support, preferably in a hospitality arena.
* 3+ years’ experience of working within an ITIL environment.
* Strong knowledge of Microsoft Applications.
* Subject Matter Expert technical ability in any of the following areas and a strong understanding in the others:
o PC Operating Systems and local applications such as Microsoft OS, Office, Access, etc.
o Apple technologies such as iPhones, iPads, Macs and associated Operating Systems.
o Server technologies such as Active Directory, etc.
o Video conferencing systems such as Cisco, Crestron etc.
o Virtualization technologies such as Virtual Server, VMware, etc
o Printer technology, such as YSoft follow me print
o Security and patch management understanding
o Networking and TCP/IP.
* Experience of using typical Service Management tools and providing concise reporting.
* Experience of using remote control software and AD management.
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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. Start your journey with us today.
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