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Service Desk Analyst
hace 1 mes
{"h1": "Service Desk Analyst", "p": "At Travel + Leisure Co., we're shaping the future of leisure travel by creating new possibilities for vacationers. As a Service Desk Analyst, you'll be responsible for providing 24/7/365 L1 support to all internal T+L staff as part of the Global ServiceDesk Team. Your tasks will include phone, email, self-service, chat incident management, and managing all interactions through request management. You'll also be the first line of support to our business partners and will develop omni-channel support and relations on a Global Level.
**Key Responsibilities:**
* 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.
**What We're Looking For:**
* 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 Us:**
At Travel + Leisure Co., hospitality is at the heart of all we do. 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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