Summary

A Hyatt Service Desk Level 2 agent is primarily responsible for providing quality technical support and exceptional customer service to our Hyatt colleagues.  This individuals’ day-to-day will be to complete Level 2 incidents/requests, answering telephone calls, replying to e-mails, taking ownership of incidents/request that our Level 1 agents cannot resolve, respond to other inquiries related to IT services.

An excellent Service Desk Level 2 agent must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.  They must also be a customer-oriented and patient in dealing with difficult customers.

Responsibilities

Occasionally provides first level telephone and other media contact support for all hardware and software issues.

Taking ownership and responsibility of issues from start through to resolution

Function as an escalation point for all incidents/requests that cannot be resolved by HSD L1

Function as an escalation point for IT Managers

Function as an escalation for enterprise servers at Hyatt Managed properties.

Responsible for equipment (Laptop/Desktop/Server) break-fix at Hyatt Manager Select Service properties.

Perform diagnostics tests, note symptoms, gather relevant problem/malfunction facts and data from our colleagues.

Responsible for informing applicable support teams of important but non-critical incidents in the environment (P1/P2).

Responsible for ensuring a smooth transition of Major incidents from HSD L1 to NOC.

Identify process and document improvement opportunities (Creating/Maintaining KBAs).

Responsible for working with Level 3 teams to obtain support documentation for both new and existing applications (Creating/Maintaining KBAs).

Develop effective working relationship with other departments, groups, and personnel.

Responsible for general support of all Hyatt Managed applications including, but not limited to:  ServiceNow, Opera PMS/POS, Bomgar, Citrix, MIM/Role Manager.

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.

Qualifications

Experience/Technical Skills

Minimum of 3 years of Technical Support experience within a Corporate or a Hospitality environment

Excellent verbal, written, interpersonal, and organizational skills a must

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

Ability to maintain confidentiality with information or items are required

Education

Bachelor’s Degree is required; Computer Science or Information Technology Systems preferred