POSITION STATEMENT:

The PTP Helpdesk Analyst will report to the PTP Helpdesk Team Lead within Hilton’s UK Centres of Excellence (CoE) in Glasgow. The role holder will exemplify Hiltons commitment to providing excellent customer service to stakeholders in Hilton Hotels and Corporate offices across US and UK and will service inquires, both written and voice this stakeholder group as well as from Hilton suppliers based across the globe. The role holder will also support Hilton Team Member inquiries relating to business expenses. The role holder will develop a strong collaborative working partnership with PTP COE in Glasgow and Memphis and with Hilton’s Shared Service Centre (SSC) based offshore. We are looking for 2 contractor for a period of 18 months. Contract extension is possible.

POSITION SUMMARY:

The role holder will be expected to collaborate with Team Members in the SSC, CoE, Hotel and Corporate customers as well as external suppliers to ensure PTP Helpdesk and expense queries (voice and email) are managed right first time with excellent customer focus at the heart of each and every response. Additionally, the role holder with have a passion for continuous improvement and will seek to champion the need to find efficiency across all aspects of the PTP process.

• Essential Functions of the PTP helpdesk
• Responding to queries via email, or phone
• Training other staff members on troubleshooting and self diagnosing problems
• Writing, editing, and revising training manuals for new and updated processes
• Running reports to analyse common complaints and problems
• Support Hotels and Corporate, SSC and Suppliers team members with queries within the PTP process.
• Following up with customers to ensure full resolution of issues
• Assist users on how to use the Service Now tool to ensure they are getting the best of the helpdesk product.
• Work with Team Lead to update training material for both Helpdesk team.
• Providing training support to Service Now users when required
• Continues improvement, work with PTP teams on any improvement’s opportunities

REQUIRED QUALIFICATIONS

• Relevant experience in a Customer Service environment in a Team Leader capacity
• Relevant experience in customer centric helpdesk function with experience of managing high volume, voice and email inquiries.
• Experience in Service Now ticket management solutions
• Proven track record of leading high performing teams
• Proven ability to fulfill automation and process adoption projects
• Excellent stakeholder engagement and presentation skills
• Excellent written and verbal communication and comprehension skills.
• Exceptional critical thinking and both quantitative and qualitative analytical skills with the ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Ability to exercise sound judgment and decision making skills to consider the relative costs and benefits of potential actions and to provide recommendations for optimal solutions.
• Ability to work well under pressure and effectively handle multiple, concurrent demands and appropriately prioritize responsibilities.
• Proficient in MS Excel and high volume data analysis.
• Experienced in project management delivery.

PREFERRED QUALIFICATIONS

• Experience with Oracle PeopleSoft, Service Now, Microsoft applications, Concur Expense Management solution.
• Sigma Green Belt accreditation, or Prince 2 or Agile certified preferred or willingness to attain.

• Essential Functions of the PTP helpdesk
• Responding to queries via email, or phone
• Training other staff members on troubleshooting and self diagnosing problems
• Writing, editing, and revising training manuals for new and updated processes
• Running reports to analyse common complaints and problems
• Support Hotels and Corporate, SSC and Suppliers team members with queries within the PTP process.
• Following up with customers to ensure full resolution of issues
• Assist users on how to use the Service Now tool to ensure they are getting the best of the helpdesk product.
• Work with Team Lead to update training material for both Helpdesk team.
• Providing training support to Service Now users when required
• Continues improvement, work with PTP teams on any improvement’s opportunitie