Analyst, Service Desk

hace 2 semanas


Tlahuac, México Travel + Leisure Co. A tiempo completo

**We Put the World on Vacation**: At Travel + Leisure Co., our mission is simple: to put the world on vacation. With a focus on vacation ownership, travel memberships, and exchange programs, we’re shaping the future of leisure travel by creating new possibilities for vacationers. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

**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**:
**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

**Where Memories Start with You**:
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.


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