.HBX Group is the world's leading technology partner, connecting and empowering the world of travel. We're game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to 'move fast, dream big and make the difference' every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our 'global approach, local touch' mentality. We're headquartered in Palma, Mallorca and employ around 3,500 people worldwide.JOB DESCRIPTION: Purpose of the roleThe Service Desk Technician will provide fast and helpful technical assistance with computer systems and application alarms. It will help to resolve tickets for technical and/or business issues and offer advice to solve them. Most of the support will be remote. The job holder will be self-motivated and work with attention to high customer satisfaction.Accountabilities and responsibilitiesServe as the first point of contact for internal and some external customers, seeking technical assistance over the phone, IM chat or email.Act as a primary responder to alerts and real-time events.Take proactive ownership by responding in a timely manner to service issues and requests.Perform remote troubleshooting through diagnostic techniques and pertinent questions.Determine the best solution based on the issue and details provided by customers.Engage with the customer and walk them through the problem-solving process.Escalate unresolved issues to the next level of technical support or On-Call teams.Identify and escalate situations requiring urgent attention.Provide accurate information on IT products or services.Record events and problems and their resolution in logs.Follow-up with customers and users to ensure complete resolution of issues.Pass on any feedback or suggestions by customers to the appropriate internal teams.Preparing technical reports by collecting, analyzing, and summarizing information and trends.Identify and suggest possible improvements to procedures.The internal customers of the technology support team are all internal departments as support team provides service to all business units in the Group.Geographical scope: the role is globally responsible for the HBX Group support capabilities in the scope of the Technology Operations, providing worldwide service from a support perspective.Key stakeholdersTechnology managers and Directors.Business departments that require any configuration/support provided by the team