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Analyst, Service Desk
hace 3 meses
KEY RELATIONSHIPS:
IT Service Desk Team Leader & Manager
IT Service Desk team members
IT Director
All T+L (incl. Brands) staff with IT issues or queries
PRIMARY OBJECTIVES:
The Junior ServiceDesk Analyst will be responsible for providing 24/7/365 L1 support to all internal T+L staff as part of the Global ServiceDesk Team. Tasks will include but not limited to: Phone, Email, Self-service, Chat Incident Management. Additionally, tasks will include managing all interactions through request management, installing software, L1 troubleshooting, remote management, Escalation and Priority Mgmt while providing an exceptional customer experience. The Junior Service Desk Analyst will also be the first line of support to our business partners and will develop omni-channel support and relations on a Global Level. The successful candidate will work part of the larger Global IT Team and have the initiative to work alone.
PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)
- Provide L1 Support through all Business Interactions in accordance with IT Global Policies & Procedures
- Resolve L1 incidents within given SLA's.
- Meet the KPI outlined.
- Collaborate with L2 and L3, Incident Mgmt. Teams
- Build and document IT procedures for training purposes (Knowledge Base Management)
- Provide remote IT training for new and current staff and systems.
- Work on special projects as assigned from the Service Desk Manager. Ensure all jobs are documented and closed correctly to maintain high level of Customer satisfaction.
- Display a Count On Me service to all internal and external parties.
- Show integrity in all aspects of the position by doing the right thing, taking responsibility, and delivering on the promise.
- Display leadership values by ensuring effective communication and respecting your peers and managers. Support others within the team and empower each other wherever possible.
KEY POSITION CRITERIA:
- A committed team player that will take control of all tasks assigned to them.
- Bi-lingual – Fluent Spanish & English
- Impeccable Client Manner & "Count on me" work ethic
- IT Skills\Experience preferably but not essential
- A hands-on, problem-solving, "can -do" attitude.
- Excellent customer service skills
- Flexibility to work productively in a fast paced, high growth and changing environment that includes shift work and after-hours rotation.
- Contact Center Experience in a team environment, working to tight deadlines.
- Microsoft Certification and/or training will be highly regarded but not essential
- Availability to work local Public Holidays.
- Strong problem-solving skills.
- Agile & adaptable
Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you'll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what's next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.
We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class.
