Global Service Desk Analyst
hace 1 mes
As a Junior Service Desk Analyst at Travel + Leisure Co., you will be a key member of our Global Service Desk Team, providing 24/7/365 L1 support to internal staff and business partners. Your role will involve managing all interactions through request management, installing software, L1 troubleshooting, remote management, escalation, and priority management while delivering an exceptional customer experience.
Responsibilities
• Provide L1 Support through all business interactions in accordance with IT Global Policies & Procedures
• Resolve L1 incidents within given SLAs
• Meet KPIs 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
• 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.
Requirements
• 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
About Travel + Leisure Co.
At Travel + Leisure Co., our mission is 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.
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