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IT Support Specialist

2 months ago

Branston, Lincolnshire, United Kingdom InterQuest Group Full time
About the Role

We are seeking an experienced IT Support Specialist to manage early-stage support and handle escalations for our global Property Management System (PMS) platform.

This role is integral to ensuring the smooth transition of our PMS platform from implementation to Business as Usual (BAU) operations, ensuring that our hotels are fully prepared for new technology deployments.

Key Responsibilities
  • Act as Subject Matter Expert (SME) for hotel operations and systems across regions, providing in-depth support for operational issues and considering broader legal, fiscal, and taxation frameworks.
  • Lead the escalation management process for PMS across hotels, owners, and colleagues worldwide.
  • Collaborate with internal teams, hotel colleagues, and external stakeholders to identify service improvement opportunities, utilizing trend analysis, root cause analysis (RCA), and problem management techniques.
  • Serve as a key liaison between hotels, regional teams, and product/service management teams to drive continuous improvement in services and customer experience.
  • Support the supplier service management process by working closely with product and regional teams to implement service enhancements.
  • Provide critical support during major incidents as part of the 24x7 incident management process, ensuring the concerns of hotels and owners are represented.
  • Contribute to shaping future hotel support models as the PMS rollout progresses, adapting strategies as needed based on feedback and testing.
  • Gather feedback from hotels to assess overall satisfaction with supplier performance and support continuous service improvement initiatives.
Ideal Qualifications and Experience
  • A Bachelor's degree in a relevant field or an equivalent combination of education and experience.
  • Exceptional verbal and written communication skills, capable of engaging with diverse teams and senior-level management.
  • Strong analytical, planning, organizational, and time management skills, with the ability to summarize information and identify key elements and patterns.
  • Deep understanding of project management principles and the ability to solve practical problems in a dynamic environment.
  • Experience in the hospitality industry or with hotel Property Management Systems (PMS) is essential.
  • 2nd and 3rd line support expertise.