Service Desk Analyst

hace 1 día


Ciudad de México, Ciudad de 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. As a Junior Service Desk Analyst, you will be responsible for providing 24/7/365 L1 support to all internal T+L staff as part of the Global ServiceDesk Team. This role involves managing all interactions through request management, installing software, L1 troubleshooting, remote management, escalation, and priority management, while providing an exceptional customer experience.

Key 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 Management 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

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

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