IT Corporate Support Technician
We are pleased that you are exploring Hyatt Hotels Corporation. We believe our customers select Hyatt because of our caring and attentive associates who work hard to provide efficient service and meaningful experiences. We care about our associates and our customers. This is the Hyatt Touch. Our commitment to Diversity is best evidenced by our focus on company-wide diversity initiatives. We continue to be recognized as one of America's best companies for minorities in rankings based on information about recruiting and employment practices. Associates of Hyatt are given the tools from the first day to make a difference. Hyatt offers comprehensive and competitive benefits for all associates. Hyatt associates work in an environment that demands exceptional performance, yet reaps great rewards - whether it's career opportunities, job enrichment or a supportive working environment. If you are ready for this challenge, then we are ready for you. Come meet the people with the Hyatt touch.
Reporting to the Manager, IT Corporate Support, the IT Corporate Support Technician, is primarily responsible for providing day-to-day technical support while quickly establishing rapport and troubleshooting a varying severity of technical support issues within the Hyatt corporate office community.
- Responds to customer technical inquiries through various media (phone, ticket, email, "shoulder-tap", etc.) to ensure customer needs are met
- Assists the customer in resolving technical issues and requests by providing guidance regarding software and hardware problems
- Performs after-incident follow-ups with customers to ensure that customer inquiries are resolved to their satisfaction and within the defined timeframes
- Identifies, evaluates, and prioritizes customer requests and issues to ensure that inquiries are successfully resolved
- Escalates issues within the defined standards
- Assists in the development of defined standards to resolve specific sets of requests / incidents
- Ensures tickets are kept current while following defined processes
- Responsible for imaging, moving, adding, changing, and deleting (IMAC/D) of computers according to defined processes
- Tracks Hyatt technical assets (hardware and software) in Hyatt specified asset tracking database
- 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 (included in all job descriptions).
- Identifies opportunities to commoditize support procedures and assist in transferring it to the support team closest to initial customer contact
Experience
- Minimum of 2 years of technical support experience; within a Corporate environment
- Minimum of 2 years of technical support experience; within a customer facing environment
Education
- Bachelor's degree or higher (preferred); concentration in Computer Science or comparable field
Additional Comments and Requirements:
- Excellent verbal, written, interpersonal, 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