TMS Technical Support Specialist

Role Purpose

• The Specialist Technical Support IT Services is an experienced team member of professional employees who are responsible for providing excellent customer support, 
• troubleshooting and complex issue resolution across multiple IHG technology platforms. The Specialist Technical Support IT Services exercise appropriates solutioning 
• within defined SLAs, standards and guidelines

Key Accountabilities

• Assisting customers with complex hardware and software selection, procurement, installation, maintenance, and troubleshooting. This includes the release of software updates, service packs, security patches and antivirus signatures to managed devices.
• Reviews trend data, metrics and presentations on customer support issues and makes recommendation on process improvements to the technology leadership team.
• Develops support documentation (e.g. work aids, process descriptions, checklists, templates and guides) to assist with process implementation, adoption and sustained maintenance.
• Monitors trend capacity and availability to help facilitate proactive Problem Management.
• Provides the solutioning for technology related issues requiring vendors and 3rd party involvement
• Ensure Standard Operating Procedures (SOPs) for incident resolution Service Request fulfillment are created and embedded in the team.
• Provides expertise to root cause analysis for customer support improvement opportunities

Key Skills & Experiences

• Education 
• Bachelor's Degree in a relevant field of work or an equivalent combination of education and work-related experience.

Experience

• Typically, a minimum of 5+ years of progressive work-related experience with demonstrated proficiency in multiple disciplines, technologies, or processes related to the position.

Technical Skills and Knowledge

• Knowledge of supported systems within respective area.
• Good verbal and written skill communicating with diverse work teams within all levels of an organization to include senior level management in addition to external stakeholders.
• Analytical thinking, planning, organizational, investigation, and time management skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
• Understanding of project management principles and processes.
• Reasoning capability. Ability to solve practical problems while dealing with a variety of concrete variables during situations in which only limited standardization exists.
• Understanding of implications of business requirements on the application(s) with the ability to advise stakeholders and key business partners
• Awareness of market trends, business strategies and technology and their interrelationships
• Technical writing skills are a plus.
• Ability to maintain discretion and confidentiality

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?