Assistant Business Manager
Charlotte Tilbury Beauty
Incident Manager
Minor Hotels Europe and Americas
full-time
Posted on:
Location Type: Office
Location: Birmingham • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ITSM
About the role
- Be the first point of contact for IT support queries, helping a diverse range of users resolve technical issues with care and efficiency
- Manage and fulfil service requests, ensuring timely and accurate resolution or escalation
- Use our IT service management tools to document and track all activities, maintaining clear communication and accountability
- Apply your technical expertise to investigate and resolve incidents, while managing expectations with professionalism and empathy
- Collaborate with colleagues across technical teams to ensure seamless service delivery and continuous improvement
- Represent Capgemini in a high-profile client environment, contributing to the success of a new and evolving service
Requirements
- Technical experience in 3rd line support across Windows 10/11, Exchange, Active Directory, and business applications
- Customer-focused mindset, with the ability to communicate clearly and confidently in face-to-face environments, including delivering training or supporting IT rollouts
- Team-oriented approach, working effectively with both local and remote colleagues to manage incidents and requests
- Strong organisational skills, with the ability to prioritise, multitask, and adapt in a fast-paced setting
- Commitment to improvement, identifying opportunities to enhance workflows, automate processes, and improve the user experience
- ITIL Foundation v4 certification and up-to-date technical qualifications (desirable)
Benefits
- countless training and development opportunities from thinktanks to hackathons
- access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more
- trained ‘Mental Health Champions’ across each of our business areas
- invested in wellbeing apps such as Thrive and Peppy
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
3rd line supportWindows 10Windows 11ExchangeActive Directorybusiness applicationsincident resolutionservice request managementIT service management
Soft skills
customer-focusedclear communicationteam-orientedorganisational skillsprioritisationmultitaskingadaptabilityprofessionalismempathy
Certifications
ITIL Foundation v4
