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IT Help Desk Support

2 weeks ago

London Heathrow Airport, United Kingdom Arora Group Full time

This role will provide comprehensive support for all I.T Systems used by the Arora Group with a focus on delivering high quality customer service to IT users along with ensuring the system requirements of the Hotels are met on a day-to-day basis.

**Key Responsibilities**
- Provide 1st line support for all incoming system related calls from the End Users and ensure these are recorded on the Support Desk system.
- Triage all calls received before redirecting these to other team members for resolution.
- Conduct reviews and root cause analysis on all major incidents reported.
- Perform systems administrative functions including setting up new users’ accounts, profiles, permissions, dealing with password issues and liaising with HR in processing systems requests for starters and leavers.
- Ensure procedural documentation for own area of responsibility is maintained and remains current.
- Ensure familiarity with and have an operational working knowledge of all hotel systems.
- Prioritising and managing multiple open support cases at one time
- Troubleshooting system problems and diagnosing. Solving hardware/software faults
- Providing support and training on Hotel PMS systems and subsystems, including procedural documentation
- Following diagrams and written instructions to repair a fault or set up a system
- Monitor Front Office operations and configurations to identify opportunities to improve performance, check and monitor Night Audits and backups
- Provide out of hours support when required and work closely with users to improve efficiency in the use of Systems across the group.
- Maintain an inventory of all system licenses bought and used.
- Work closely with software vendors such as Accor IT to maintain maximum availability of systems.
- Maintaining and updating domains
- Management reporting and producing statistical information on service tickets.

**Skills, knowledge, Qualifications required for the Role**
- Minimum 1 year’s previous IT Support experience within a systems Service Desk environment
- Basic understanding of Hospitality systems.
- Excellent communication skills both written and verbal.
- Self-disciplined, proactive, shows initiative and able to work under pressure.
- Experience in desktop Operating software including Windows 7 and 10.
- Knowledge of Windows Active Directory
- Knowledge of Microsoft Office 365, Teams and Azure
- Basic understanding of Cat5/Cat6 patching and data cabling system
- Some knowledge of techniques used for analysing server hardware and software performance related issues.
- Hardware diagnostics and resolution of PC and printer issues
- Team player, people person with a positive attitude.