Senior Desk Side Support Analyst
Hilton Corporate
Watford, GB
3d ago

WatfordWork Locations : Hilton - Regional Headquarters - EuropeMaple Court, Central Park, Reeds Crescent Watford WD24 4QQPosition Summary : This role is responsible for the support of Hilton Corporate Regional Offices, providing direct oversight of support resources and ensuring IT services are delivered with optimal ongoing efficiency.

You will be working and managing closely with vendor resources to ensure Hilton’s needs are met in a timely manner on Hilton applications, products and services such.

Successful candidate also has the responsibility to assist in the planning, directing of information processing activities, coordinating the effective design, implementation and operation of information systems and applications.

Oversee implementation, end user training and adoption of new technologies through collaboration with Workplace Services, Telecom and Infra Engineering teams.

Provide direct support to key executives and their support personnel. Coordinate video teleconferencing and other technology requirements for executive meetings.

Serve as primary interface between corporate users and the technology departments, and vendors on all office technology matters.

Manage the ongoing refreshment of office technology, including servers, network components, laptops, printers, mobile devices and the transfer of end user data when required.

Ensure technology complies with defined engineering standards and performs to established service levels. Drive resolution of open incidents and problems.

Create and update documentation, including training documents, help desk run-books, asset schedules, configuration documentation and support bulletins.

Monitor ticket trends, manage root cause analysis, and provide reports on key performance metrics.The Senior Tech Support Analyst DSS for Corporate Tech Support (All Regions) will have an opportunity to make major contributions to the overall corporate technology support strategy of the organization, partnering with all operational, administrative and management functions to assess the needs of the business, collaborate with vendors and direct the implementation of a best-

in-class integrated IT support solution.Plan, develop and direct the introduction and operation of information technology systems and their development, maintenance and operating priorities.

Plan and coordinate all investigations, feasibility studies and surveys of proposed and existing information systems and machine applications for agreement with senior management.

Guide the selection, installation and use of computing equipment and software. Maintain an up-to-date knowledge of new equipment, systems and programming techniques appropriate to the organization.

Participate in the familiarization of key management with data processing techniques. Control and recommend operations and development budgets.

Control the security of information systems. Direct maintenance work and quality control to ensure the efficient and timely operation of the information technology function.

Monitor operations and develop improvements. Control the selection, development and training of information technology professionals and other staff and monitor their performance.

The ideal candidate will have exceptional communication skills, the ability to build and maintain strong relationships and will be viewed by their peers as a leader who can motivate and get the best out of their team while working in a very fast paced global environment.

What will it be like to work for Hilton?Hilton is one of the largest and fastest growing hospitality companies in the world, with more than 5,100 properties with more than 838,000 rooms in 103 countries and territories.

In the nearly 100 years since our founding, we have defined the hospitality industry and established a portfolio of 14 world-

class brands, including our flagship Hilton Hotels & Resorts brand, which is the most recognized hotel brand in the world.

We have more than 69 million members in our award winning customer loyalty program, Hilton Honors.What will I be doing?Overall Strategy, Management and Communication :

  • Ensure Desk Side Support (DSS) representation is present in all necessary situations
  • Oversee all end-user relationships and communications
  • Develop and provide training documentation and standard procedures for all end-user interaction
  • Provide supervisory support to the Associate Tech Support Analysts on a day to day basis.
  • Monitor processes for responding to end-user support requests
  • Proactively document and outline upcoming / recent product enhancements, distribute information and communicate effectively to end-
  • users in an effort to increase productivity and decrease the learning curve for new software platforms (i.e. Windows OS upgrades, Office upgrades, Outlook changes)

  • Report and provide metrics of performance for team and individuals to leadership team and other IT management members
  • Improve help desk quality results by studying, evaluating, and re-designing processes; implementing changes
  • Contribute to the definition of procedures for all types of help desk requests
  • Gather client satisfaction feedback
  • Responsible for assuring users are provided efficient and timely first and second level support
  • Perform staff scheduling to ensure help desk coverage during normal business hours and after hours on-call support
  • Establish and invoke support ticket escalation procedures and processes
  • Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found
  • Daily, weekly and monthly statistics, status reports, and graphical reports are completed and continually modified to meet the needs of the client services team
  • Determine and coordinate training requirements of all desktop support personnel
  • Interface with associates from all departments, employing a high degree of professionalism and diplomacy to promote a positive image of the DSS team
  • Accurately and proactively communicates pertinent information to create a work environment that lends itself to the best interests of the team and customer service
  • Manage multiple high priority initiatives in a fast paced highly technical environment
  • Remain on-call during off-peak hours to respond to severity level 3 support service issues
  • Perform other duties and responsibilities as assigned by management
  • Create and maintain an internal hardware and software-licensing inventory
  • Track system life-cycle, and ensure all software licensing is up-to-date and avoid end-of-life
  • Monitor and track technology change management, implement risk mitigation processes and communicate to stakeholdersEnd User Management :
  • Manage service delivery and issue escalation workflow for corporate team member issues
  • Evaluate end user support and manage training through vendors
  • Intervene, analyze, manage, and resolve business conflicts between organization and support vendorsVendor Management :
  • Ensure contract execution according to specified processes, SOPs and SLAs
  • Provide oversight to outsourced partners to ensure enterprise standards are in place and service levels are being met consistently
  • Manage both knowledge transfer and metrics adherence across Service Desk and Desk Side Support
  • Work with vendors to manage the current executive level white glove service offering to ensure the Hilton executive team receives premier support for all corporate systems challenges
  • Assist in the coordination of disposal of decommissioned IT equipment, corporate property moves or refresh activities, as necessary
  • Assist the implementation and maintenance of internal control policies and procedures to ensure the internal control environment is maintained and provides supporting documentation to internal and external auditors regarding completion of control procedures
  • Assist in the evaluation and improvement the off-boarding procedures for corporate team members and contractors. Work with managed services vendors to implement these procedures.
  • What benefits will I receive?Your benefits will include a competitive starting salary and holiday entitlement. As an employee you will become a member of the Go Hilton Team Member Travel Program, which provides reduced hotel room rates for you, your family & friends! We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organisation like Hilton.Required Qualifications :

  • To hold a Bachelor’s Degree, or Associate’s Degree plus substantial Technology related experience, or High School Degree / GED plus extensive Technology related experience or equivalent experience in-lieu
  • To have significant experience in supporting a variety of office technologies, including computers, printers, mobility devices and video teleconferencing equipment
  • To have solid experience in providing remote user support
  • To have solid experience in LAN Room management; network equipment
  • To have solid experience in support corporate earning calls for a fortune 250 company
  • Ability to communicate technical information to non-technical audiences
  • Ability to understand and interact with technology vendor support staffs to troubleshoot and trace root cause of outage
  • Any Licenses or Certificates Required : MCSA or MCSE or at least MCP
  • Ability to travel and stay overnight as necessaryPreferred Qualifications :
  • To have substantial experience in the technical field
  • To have substantial experience in the end user support fieldEOE / AA / Disabled / VeteransSchedule : Full-timeBrand : Hilton CorporateShift : Day JobJob Level : Team MemberJob : Technology
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