IT Service Desk Specialist

6 months ago

London, United Kingdom Belmond Management Full time

As an IT Service Desk Specialist at our Global Office, you are part of a team that collaborates to provide IT assistance, resolve customer issues, utilize ITSM systems, adhere to ITIL principles, support the IT strategy, and ensure the timely completion of customer requests within service level agreements.

**Join Belmond and be part of a legacy of luxury. This is your moment.**

**Primary Responsibilities Include**:

- Provide on-site, first point of contact IT assistance to the customer, primarily for our 2 London corporate offices.
- Triage incoming tasks. Seek an immediate solution or workaround for incidents, review knowledge base & on-line recourse as appropriate.
- Manage the progression of customer tasks, whether assigned internally or externally.
- Liaise with other internal support teams and third-party providers to fulfil support requirements.
- Inform the department head of any customer issues, complaints or where a task is not progressing in accordance with the service level agreement.
- Ensure tasks are delivered on schedule and that what is delivered meets the agreed objectives and business needs.
- Document incident & Problem resolutions for use by IT Service Desk colleagues. to be added to the department knowledge base.
- Produce incident resolution documentation to be accessible to the customer and shared through the customer facing knowledge base.
- Provide basic training to customers to resolve issues and/or restore service.
- Manage IT procurement using the company finance solution.
- Undertake IT related administrative tasks as necessary to deliver departmental strategic priorities.
- Maintain & support all existing and newly introduced systems at end user and system level.
- Maintain security compliance according to all local UK and Belmond global policies and regulations.
- Available to travel to any Belmond business unit in the UK, to deliver support initiative relevant to the company’s interests.
- Participate in the OOH on call shift rota; all hours where no Service Desk staff are in the office will be supported remotely.

**Requirements**:
**What you Bring**:

- Extensive proven experience in a Service Desk role or similar role, preferably in a luxury and/or hospitality organization.
- Highly organized and structured with the ability to plan multiple projects and tasks to meet agreed deadlines.
- Proficient in setting up and maintaining effective administration systems with meticulous attention to detail.
- Exceptional customer care skills with the ability to represent the IT function in alignment with desired culture and service standards.
- Expert level troubleshooting and technical skills.
- Proficiency in computer, server, and printer installation, configuration, and basic hardware maintenance.
- Experience with cloud productivity platforms such as Microsoft 365, Zoom, Teams, etc.
- Knowledge of Active Directory management and proficiency in PC deployment, management, and troubleshooting.
- Hardware skills necessary for investigating computer, printer, telephone issues.
- Familiarity with smartphones, both Android and iOS platforms.
- Proficient in documentation, creating standard operating procedures (SOPs), and conducting end-user training.

**Benefits**

**What We Offer**:
At Belmond, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:

- Competitive salaries and health insurance plans
- Complimentary and preferred rate experiences at our iconic destinations
- Private Medical Insurance
- Group Personal Pension Plan

We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you’ll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities and each other.

**What you should know when applying...**
- the role is generally able to benefit from our current hybrid working policy where team members are expected to attend the office on their Team Day plus two additional days (i.e. 3 days per week in the office and 2 days remotely). **Ability to participate in an out-of-hours service support rota is required.**:
**The Belmond & LVMH Family**

The Belmond global collection of iconic hotels, trains, safaris and river cruises is proud to be part of LVMH (Moët Hennessy Louis Vuitton), all creating exceptional experiences worldwide. When you join Belmond, you join a global family of history-rich hotels and breathtaking destinations, where our employees are at the heart of the Belmond experience.

**Location**:

- United Kingdom, London

Department:

- Corporate Office & Business Support

Employment type:

- Full-time

**Experience**:

- Associate

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