Description:

Summary

Reporting to the IT Service Desk Supervisor, the IT Service Desk Agent - Level 1, is primarily responsible for providing quality technical support and customer service by taking telephone calls, answering emails, and creating and updating service tickets. This individual will assume ownership of the customer's inquiry and see it through to resolution; properly escalating to higher level IT associates when needed. The role focuses on delivering excellent customer service while achieving a high first contact resolution result. The individual is required to clearly articulate customer requirements and be able to interface with a variety of second level teams and third party service providers. The IT Service Desk Agent - Level 1 may be required to assist with mentoring junior team members.

Responsibilities

•Consistently delivers excellent technical customer service

•Provides first level telephone and other media contact support for all hardware and software issues

•Clearly documents interactions, incidents, and resolutions within ticketing system

•While acting as a single point of contact, takes ownership and responsibility of issues from start through to resolution

•Uses problem-solving skills to troubleshoot problems or situations and thinks abstractly to solve them

•Maintains knowledge of operating systems and application software used to provide a high level of technical support

•Identifies process and document improvement opportunities and works with their supervisor to take corrective action to implement change

•Develops effective and quality working relationships with other departments, groups, and personnel

•Demonstrate a commitment to Hyatt core values

The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.


Experience

•Minimum of 1 year of technical support experience providing support for MS Office, MS Exchange, and MS Windows

•Exceptional verbal and interpersonal skills required; excellent written and organizational skills a must

•Adaptable and with intellectual ability to thrive in a demanding, fast-moving, and customer-focused environment

•Ability to maintain confidentiality with information or items as required

•ServiceNow experience a plus, but not mandatory

•Familiarity with the fundamental principles of ITIL a plus, but not mandatory

•Fluent in foreign language(s) strongly recommended; preferred languages include: Spanish, Portuguese, French, German, Mandarin, Cantonese, and Vietnamese

Education

•Bachelor Degree or higher; concentration in Information Systems, Computer Science, or comparable field

Computer Skills Needed to Perform this Job

•Minimum of 1 year of technical support experience with MS Office, MS Exchange, and MS Windows; experience with MAC/Apple a plus

Additional Comments and Requirements

•Ability to think and work in a Global IT environment

•Ability to communicate about technology with non-technical audience


About Hyatt Corporation:

As a leading global hospitality company, Hyatt is in the business of caring for people so they can be their best. This purpose guides every aspect of our business, from how we care for our people, communities, and planet to how we source products and respect human rights. We are committed to enriching the communities we call home and doing our part to address today's most pressing environmental issues. With more than 127,000 colleagues across 65 countries, we embrace all cultures, races, ethnicities, genders, sexual orientations, ages, abilities, perspectives, and ways of thinking. Our culture is one that empowers every individual to be his or her best, and such authentic connection inspires the way we care for each other and for our guests.

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