Shift Lead Service Desk Technician

Hilton Grand Vacations

2d

About The Position

Drives First-Call resolution to business affecting issues within approved operating business metrics. Provides guidance and 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. Promotes and Performs Best Practices application and systems diagnosis and troubleshooting techniques in other to resolve all service affecting issues. Provides First-Level escalation and assistance as needed. Coordinates and escalates complex issues to the Escalation and Leadership Teams when necessary. Works with shift personnel and management to resolve technical issues. Aids with the coaching and mentoring of Technicians and new Team members to ensure their success in the Team. Documents all communication in the Ticketing System, and updates customers regularly on active tickets.

Responsibilities

• Drives First-Call resolution to business affecting issues within approved operating business metrics.
• Provides guidance and 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.
• Promotes and Performs Best Practices application and systems diagnosis and troubleshooting techniques in other to resolve all service affecting issues.
• Provides First-Level escalation and assistance as needed.
• Coordinates and escalates complex issues to the Escalation and Leadership Teams when necessary.
• Works with shift personnel and management to resolve technical issues.
• Aids with the coaching and mentoring of Technicians and new Team members to ensure their success in the Team.
• Documents all communication in the Ticketing System, and updates customers regularly on active tickets.

What This Job Offers

• Education Level: No Education Listed