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Job Summary:
We are seeking a skilled IT Service Delivery Support professional to join our team at NTT DATA Services. As a key member of our support team, you will provide remote Level 1 & 2 production and application support for Hilton Worldwide Digital Key System and Connected Room.
Key Responsibilities:
- Acknowledge, analyze, manage, and resolve L1/L2 Digital Key and Connected Room incidents in ServiceNow.
- Participate in real-time on-call support during daytime/evening/weekend hours and shift rotation.
- Provide real-time support for Hilton's Connected Room support line and perform L1 troubleshooting during daytime/evening/weekend hours and shift rotation.
- Engage in customer follow-up for related issues.
- Work with hotels in real-time to resolve issues.
- Maintain SLAs.
- Conduct recurring incident problem management.
- Work with appropriate teams for research assistance.
Requirements:
To be successful in this role, you should be a technically savvy, customer-focused individual with great communication skills. You will work directly with clients and be responsible for escalating issues to the manager and/or the appropriate team based on complexity and priority.
What We Offer:
As a member of our team, you will have the opportunity to work on a variety of technical challenges and develop your skills in a dynamic and supportive environment.
Job Segment: Technical Support, Technology
