IT Support and Selling Systems Specialist

About the company

World Travel Holdings UK — the UK division of WTH the world's largest cruise agency

  • www.cruise118.com – the UK’s fastest growing cruise retail brand and the home of the award winning Cruise Concierge Service
  • www.sixstarcruisesco.uk – Europe’s largest seller of ultra-luxury cruises
  • www.rivervoyages.com – the UK’s fastest growing seller of river cruises

Summary of the Role

Job title: I.T Support Specialist

Reports to: Head of Business Solutions

Location: Chorley

Hours of work: 40 hours per week (9am - 5.30pm / Mon-Fri)

Salary: TBA

Principle Accountabilities

  • Answers and logs incoming IT Support calls/emails
  • Answers and logs selling systems technical issues (iSell “feedback” issues and online booking issues, as well as individual supplier’s selling systems)
  • Provides support to end users of PC’s, Macs, iPhones, printer/copiers and I.T-related aspects of other business applications against agreed SLA’s
  • Provides help to users to support selling systems business process.
  • Investigates and resolves I.T Support issues
  • Resolves selling system technical issues that are caused by incorrect configuration or user behaviour against agreed SLA’s
  • Recognises high priority issues and responds accordingly
  • Recognises issues requiring escalation, logs these with appropriate Support Provider and manages the issue through to a conclusion
  • Provides outstanding customer service by communicating progress updates, solutions and follow ups
  • Provides appropriate feedback to relevant Line Managers/Training on recurring user issues
  • Ensures safe and tidy cable management throughout the office
  • Builds effective working relationship with Level 2 I.T Provider and with Selling Systems providers
  • Responsible for managing I.T stock levels to include a continuous pool of spares
  • Responsible for user set up, starters, leavers and permission management
  • Manages all iSell configuration
  • Maximises live iSell bookings through user behaviour, supplier set up and maintenance
  • Manages testing and rollout of new iSell developments 
  • Supports the implementation of proactive Business Solutions changes as agreed by Director/Head of Business Solutions (including occasional out of hours projects
  • Supports and participates in Facilities Management initiatives such as desk moves and desk builds, lighting changes etc
  • Provides cover for other Business Solutions roles as required and participate in weekend “on call” rota to support the Call Centre

Key Performance Indicators (KPIs)

  • Wanstor Support Hours quota
  • Monthly one-to-one
  • Internal Net Promotor Score
  • Yearly appraisal

Skills and Experience

  • 2 years of I.T Support experience
  • Solid grasp of troubleshooting Windows, Mac and iPhone technologies
  • Self motivated with good time management and organisational skills
  • Works with sense of urgency
  • Excellent attention to detail
  • Strong interpersonal skills and communication skills

Apply here

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WTH is a winner of CLIA Cruise Agency of the year 2015 & Katy Porter CLIA young travel agent of the year 2014
Winner of Young Travel Agent of the Year 2014
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