IT Help Desk Agent Level 1 (12-Month Contractor Assignment)
Who We Are
Since 1957, our colleagues and our guests have been at the heart of our business and helped Hyatt become one of the best and fastest-growing hospitality brands in the world.
As part of Hyatt's continued growth, we are seeking an IT Help Desk Agent Level 1 to support our global IT operations. This opportunity is offered as a full-time contractor assignment for a period of 12 months.
The successful candidate will be employed by an external employment partner and work as part of Hyatt's IT team, supporting colleagues and hotels around the world.
Your Role
As an IT Help Desk Agent Level 1, you will be the first line of support for our customers, ensuring a high level of technical assistance and customer service. Your primary responsibility is to handle incoming technical issues, resolve simple to moderate problems, and escalate more complex issues to Level 2 or third-party support when necessary.
You will be the single point of contact for the customer, taking ownership of their requests from start to finish and providing ongoing status updates.
Your Responsibilities
- Provide First-Level Technical Support\: Assist colleagues in hotels and offices with troubleshooting common IT issues such as hardware and software problems, network connectivity, and user access issues.
- Ticket Management\: Accurately document all customer interactions, incidents, and resolutions in the ticketing system, ensuring timely updates and clear communication.
- Ownership of Issues\: Take ownership of technical issues from the moment they are reported until they are resolved, ensuring the customer remains informed and supported throughout the process.
- User Access Management\: Administer and manage user access to systems and applications, ensuring proper permissions and security measures are in place.
- Ongoing Customer Communication\: Provide continuous updates regarding the status of support requests, ensuring transparency and a positive customer experience.
- Ticket Triage & Escalation\: Review and assess incoming tickets, routing them to the appropriate support teams for further resolution. Escalate critical or unresolved issues when necessary.
- Collaboration with IT Teams\: Work with senior IT agents and Level 2 support teams to resolve more complex issues and contribute to the smooth flow of support requests.
- Adherence to Core Values\: Maintain a customer-first mindset, demonstrating a commitment to Hyatt's core values of integrity, respect, empathy, and excellence in all interactions.
- Other Responsibilities\: Perform other duties as assigned, contributing to the overall effectiveness of the IT department.