Desk Side Support Analyst
Glasgow, UK
1d ago

Job Summary Position Summary : This position reports to the Mgr. of Corp. System Support operating out of EMEA. To serve as the onsite technician in support of Hilton deployed technologies.

  • Manages the performance of services to customers, ensures that service levels are achieved in line with the department goals.
  • Build services relationship with customers and conduct service performance review, and reviews service quality and processes.
  • Provide management and performance reports.
  • Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the client community.
  • Provides support for all Information Technology products and services. Support which may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
  • Determines the most effective manner to resolve customer's technical issue while adhere to the predefined solutions set by the Standard Systems Engineering team.
  • Engages in research and in-depth troubleshooting to resolve technical issues.

  • Records required customer and problem information in the Hilton ticketing system. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
  • Resolves Level 1 & 2 work orders. Elevates complex and / or high priority problems to the appropriate support groups for resolution.
  • Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
  • Works on support desk related projects as assigned by supervisor.
  • Assist in developing long-term strategies and capacity planning for improving the Corporate Systems Support operations.
  • Support and manage LAN room equipment and all apparatus including the cable patching.
  • Ability to perform overtime works that are outside of the normal business hours.
  • Provide Support for local IT equipment that is managed by offsite teams (eg. switches, routers and other appliances).
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