IT Service Desk Agent Job at Hyatt Corporate Office Chicago

IT SERVICE DESK AGENT
Hyatt Corporate Office, Chicago
US – IL – Chicago

The Opportunity
Hyatt seeks an enthusiastic entry-level or seasoned candidate to join our Global Hyatt Service Desk. In this role, you will be collaborating closely with the various IT teams, where you’ll be instrumental in continuing to make Hyatt a leading hospitality company. You will be part of a team that is passionate about diversity, equity, and inclusion, committed to nurturing curiosity and new skills and building connections across the organization with stakeholders, colleagues, and guests.

Who We Are
At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleagues become family. Since 1957, our colleagues and guests have been at the heart of our business and helped Hyatt become one of the world’s best and fastest-growing hospitality brands. Our transformative growth and the addition of new hotels, brands, and business lines can open the door for exciting career and growth opportunities for our colleagues.

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As we continue to grow, we never lose sight of what’s most important: People. We turn trips into journeys, encounters into experiences, and jobs into careers.

Why Now?
This is an exciting time to be at Hyatt. We are growing rapidly and are looking for passionate changemakers to be a part of our journey. The hospitality industry is resilient and continues to offer dynamic opportunities for upward mobility, and Hyatt is no exception.

How We Care for Our People
Our purpose sets us apart—to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it informs how we have and will continue to support each other as members of the Hyatt family. Our care for our colleagues is the key to our success. We’re proud to have earned a place on Fortune’s prestigious 100 Best Companies to Work For® list for the last ten years. This recognition is a testament to the tremendous way our Hyatt family continues to come together to care for one another, our commitment to a culture of inclusivity, empathy, and respect, and making sure everyone feels like they belong.

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We’re proud to offer exceptional corporate benefits which include:
•Annual allotment of free hotel stays at Hyatt hotels globally
•Flexible work schedule and location
•Work-life benefits including well-being initiatives such as a complimentary Headspace subscription, and a discount at the on-site fitness center
•A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption
•Paid Time Off, Medical, Dental, Vision, 401K with company match

Our Commitment to Diversity, Equity, and Inclusion
Our success is underpinned by our diverse, equitable, and inclusive culture and we are committed to diversity across the board—from whom we hire and develop, the organizations we support, and whom we buy from and work with.

Being part of Hyatt means always having space to be you. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities, and identities. We constantly strive to reflect the world we care for with teams that achieve and grow together. To learn more about our commitments to DE&I, please visit the Why Hyatt section of the Hyatt career page.

Who You Are
As our ideal candidate, you understand the power and purpose of our Culture of Care and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect, and Well-being. You enjoy working with others, are results-driven, and are looking for a variety of opportunities to develop personally and professionally.

The Role
The Service Desk Agent – Junior, Level 1 will provide over-the-phone IT technical support to Hyatt Colleagues related to computer hardware and software. The agent will respond to inquiries and requests and troubleshoot incidents by gathering the symptom data, isolating the issue, and then implementing the solution.

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Responsibilities:
• Consistently deliver excellent customer service as first-level telephone and multi-media contact support methods
• Customer-focused first point of contact for all IT Support
• For any non-Hyatt-owned applications or infrastructures, direct colleagues to their appropriate vendor or third-party support
• Provide initial software, hardware, and networking troubleshooting for Hyatt-owned applications
• Handle Password Resets for Hyatt-owned applications
• Properly document incidents/requests in the ticketing system (ServiceNow)
• Triage tickets to appropriate support groups, including proper escalation of Major Incidents
• Work with Senior Agents and Level 2 to escalate to appropriate support groups
• Clearly document all interactions, troubleshooting steps, and resolutions within the ticketing system (ServiceNow)
• Act as a single point of contact, takes ownership and responsibility of issues from start through to resolution
• Use problem-solving skills to troubleshoot problems or situations and thinks abstractly to solve them

Qualifications
Experience Required:
• Minimum of 1 – 2 years of technical support experience providing support for MS Office, MS Exchange, MS Windows, and general networking
• Exceptional verbal and interpersonal skills required, excellent written 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 as required

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Experience Preferred:
• Familiarity with the fundamental principles of ITIL is a plus, but not mandatory
• Fluency in one of the following: Spanish, Cantonese, Mandarin, German, French, Portuguese
• Familiarity with the fundamental principles of ITIL is a plus, but not mandatory

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.

We welcome you:
Research shows that women, people of color, and other historically excluded groups, tend to apply to jobs, only if they meet all the listed job qualifications. Unsure if you check every box, but feeling inspired to enhance your career? Apply. We’d love to consider your unique experiences and how you could make Hyatt even better.