IT Service Desk Analyst

At HX our purpose is to awaken people to the beauty and fragility of the planet, with adventure that reignites a sense of wonder. We take curious travellers to incredible destinations, sustainably in true expedition-style with science and education at the heart of every journey. We bring them off the beaten track, to special destinations across the Arctic, Antarctic, Galapagos, British Isles, Alaska, Northern Norway, and Central / South America.

The IT Service Desk Analyst provides IT support to HX users both on land and at sea, as part of a dynamic first-line IT Service Desk team. The role focuses on resolving IT incidents and service requests—ranging from simple to moderately complex issues—in a timely manner, while maintaining high quality and clear communication on case status. Most requests are received via the IT Service Desk portal, telephone, or other business communication and collaboration tools. Incidents that cannot be resolved at first line are escalated to the appropriate 2nd or 3rd line support teams through JIRA. Given HX’s global 24/7 operations, the role may require flexibility in working hours, including staggered shifts in coordination with team members, to ensure optimal service coverage across regions.

At HX, we are a passionate team who deliver our global operations from every corner of the world and our people are instrumental in continuing to inspire this adventure, play their part and deliver on our promise of guest-centric and memorable experiences, benefiting the communities we visit, enriching our guests and inspiring a more sustainable world - to change the way they see the world.

Key Responsibilities & Deliverables:

• To deliver fantastic customer service to HX employees
• To be a proactive member of the IT Service Desk, ensuring case workloads are prioritised effectively and backlogs are kept to a minimum
• To build knowledge of all user applications in order to provide excellent service to user base
• Record and document incidents/requests received from end users via phone and ITSM tool
• Super User of service desk solutions (i.e. Remote Support Admin Software or ITSM-JIRA)
• Perform hands on fixes at a desktop level, supporting the Prague workforce in an on-site capacity and travelling to other office locations if/when required
• Build strong relationships with Digital & IT colleagues to promote effective collaboration between 1st line and 2nd/3rd
  line and ensure efficient and timely routing of complex cases to other resolver groups
• Participate in IT initiatives before/during/after changes, new services or solutions (i.e., monthly patching health check or hyper care support)
• Actively update articles in the internal collaborative knowledge base IT Tool
• Initiate and participate in major incident management when required or initiate MIM process

Requirements:

• Fluency in English is required.
• Experience in maritime, expedition, or cruise industry beneficial but not required.
• Experience in a corporate, customer facing role
• Understanding of business technologies and applications from an end user perspective
• Understanding and demonstrable experience in troubleshooting IT systems (OS Layers)
• Experience of working as part of an effective IT team
• Strong customer service skills
• Articulate & methodical approach to problem solving
• Excellent interpersonal skills, both verbal and written
• Self-motivation with commitment, drive and enthusiasm
• A positive and proactive “can do” approach with ability to work on own initiative or as part of a team
• Contribute to broader team and business priorities as needed.
• Thinks sustainably and brings this mindset to their team and partners.
• Champions the HX Spirits

Key Personal Attributes/Behavioural Competencies:

• Safety and Compliance minded for yourself and others.
• High degree of personal integrity and honesty.
• Excited to work in a hybrid work environment to leverage time in person with colleagues across the business.
• Passionate about inclusion and belonging. You take pride in bringing people and different perspectives together to promote a diverse and inclusive workplace.
• Clear and effective communication with internal and external stakeholders.
• Ability to manage execution and competing demands.
• Ability to adapt to change in a positive, productive manner.
• Self-driven and independent, yet with a will to ask and understand
• Relationship building & influencing skills with high sense of awareness (EQ)
• Curious and dedicated, focused on delivering business outcomes
• Ambitious and thrives in a high-paced, international, changing work environment.
• Problem Solving Skills with an ability to adapt and bring solutions to the table
• Customer Service oriented: delivering results and meeting customer expectations.

Benefits:

We offer 25 days of annual leave, meal allowance, Multisport card contribution, a Mental Health Program, and a hybrid working model (3 days in the office, 2 days working from home). Employees also benefit from our Friends & Family program, which includes two cabins per year to travel to any of our destinations free of charge.

HX Spirit:

• Passionate Explorers: We are proud of our history and are driven to create more.

• ‘Can-do’ Mindset: We jump-in and proactively contribute to the greater good.

• Humble Leadership: We have a short distance between leaders and teams.

• Genuine Interactions: We want all people to be their true selves.

• Supportive & Collaborative Teams: We are curious and generous with our knowledge. We Trust.