IT Service Desk Analyst

TEKsystems•Orlando, FL

17d•$20 - $30•Remote

About The Position

Seeking a candidate who is fluent in speaking Japanese as this person will be assisting with handling issues/tickets for their Japan operation. If there are no tickets needing Japanese speaker, this person will assist with the normal day to day tickets for US based users. This person will be providing services to internal Hilton employees. They will work through incoming calls and emails. The will be creating tickets through ServiceNow. The main priority is first call resolution. The most common issues will be password resets and oracle questions. Position Statement: The Service Desk Technician is a highly motivated, passionate and detail oriented Customer Service advocate looking to learn and grow in a fast paced environment. This position will be a member of the Tier 1 Team, and will be the primary point person for all customers and ITG personnel, with the intent of resolving most customer related application and service issues during first contact. The candidate will be expected to interact with customers, peers, escalation Teams, and Leadership via phone, Instant Messenger, video, and email to ensure customer issues are resolved per approved Service Level Agreements (SLAs) metrics. This position is subject to shift work and a candidate will be expected to move to different shifts as needed. Position Summary: • Primary Point of Contact for Hilton Grand Vacations internal customer issues per approved SLA metrics. • Monitors the progress of Incidents and Problems, and provides timely updates to customers, Hilton Grand Vacations Information Technology personnel, and Hilton Grand Vacations Leadership Team. • Performs Best Practices application and systems diagnosis and troubleshooting techniques in other to resolve all service affecting issues. • Coordinates and escalates complex issues to the Escalation and Leadership Teams when necessary. • Works with peers and management to resolve technical issues. • Documents all communication in the Ticketing System, and updates customers regularly on active tickets.

Requirements

Technical School, University, or College education in a Technology Concentration. (Experience may be substituted for education).
Must have understanding with respect to monitoring, managing and maintaining local and remote customer applications and services.
Must have working knowledge of network and systems administration, and recommended troubleshooting techniques.
Ability to quickly and efficiently address customer needs by providing solutions to customer issues, or escalating to Escalation Team for prompt resolution.
Excellent verbal and written communications skills with ability to build relationships at all levels of the organization.
Must have a working understanding of the ITIL framework.
Energetic, responsible, self-motivated, and able to work in a Team environment under minimal supervision.
Exceptional Customer Service skills.
Keen attention to detail.
Able to effectively prioritize and perform Service Desk tasks in a fast paced environment.
Excellent analytical, organizational and technical skills.

Responsibilities

Primary Point of Contact for Hilton Grand Vacations internal customer issues per approved SLA metrics.
Monitors the progress of Incidents and Problems, and provides timely updates to customers, Hilton Grand Vacations Information Technology personnel, and Hilton Grand Vacations Leadership Team.
Performs Best Practices application and systems diagnosis and troubleshooting techniques in other to resolve all service affecting issues.
Coordinates and escalates complex issues to the Escalation and Leadership Teams when necessary.
Works with peers and management to resolve technical issues.
Documents all communication in the Ticketing System, and updates customers regularly on active tickets.