Spanish Servicedesk

ITC Infotech; Bengaluru; Sur place; INR 400 000 - 700 000; Plein temps

Résumé du poste

ITC Infotech is seeking a 1st Level IT Specialist for Hotel Support to provide Spanish-language IT helpdesk and field staff support. The role covers hotel operations, incident handling, and escalation to higher support levels in a fast-paced hospitality environment.

The successful candidate will handle tickets, perform basic troubleshooting for hardware and software, assist with hotel PMS/reservation/POS systems, and maintain documentation and knowledge bases while delivering excellent customer

Responsabilités

• Receive and respond to IT support requests via phone, email, or ticketing system for hotel staff and guests.
• Diagnose and resolve basic IT issues including hardware, software, network, and connectivity problems.
• Assist with user account management, password resets, and access rights management.
• Provide support for hotel software such as property management, reservation, and POS systems.
• Assist with basic network troubleshooting and escalate complex issues.
• Maintain accurate records of support requests and resolutions; contribute to knowledge base.
• Deliver exceptional customer service with clear, actionable instructions.
• Collaborate with IT team members and escalate when needed; ensure proper handover.
• Stay updated with emerging hotel IT tech trends and participate in training.

Connaissances

Problem-solving

Customer service

Communication

Outils

Ticketing system

Description du poste

As a 1st Level IT Specialist for Hotel Support, your primary responsibility will be to provide technical support to hotel staff and stakeholders in Spanish Language, ensuring smooth IT operations within the hotel environment. The Resource will be working in the Northern and Central America hours, preferably Evening or timesheet.

You will be the first point of contact for IT-related issues and will provide prompt and effective resolution or upscale to higher-level support teams when necessary. This role requires strong problem-solving skills, excellent customer service, and the ability to work in a fast-paced hospitality environment.

Helpdesk Support:

Receive and respond to IT support requests via various communication channels (phone, email, ticketing system).

Provide timely and professional assistance to hotel staff and guests, addressing their IT-related issues or inquiries.

Troubleshooting and Problem Resolution:

Diagnose and resolve basic IT issues, including hardware, software, network, and connectivity problems.

Assist with user account management, password resets, and access rights management.

Software and Application Support:

Provide support for common hotel software applications such as property management systems, reservation systems, and point of sale systems.

Assist users with software installations, configurations, and usage.

Network Support:

Assist with basic network troubleshooting, including Wi-Fi connectivity, network access, and network printer issues.

Escalate issues to the next level

Documentation and Knowledge Base:

Maintain accurate records of support requests, resolutions, and frequently asked questions.

Contribute to the development and maintenance of a knowledge base for future reference.

Customer Service:

Deliver exceptional customer service to the requesters, ensuring a positive and professional experience.

Actively listen to user concerns, empathize with their situations, and provide clear instructions and explanations.

Collaboration and Escalation:

Collaborate with other IT team members to resolve complex issues or escalates to higher-level support teams as needed.

Provide detailed and accurate information when escalating issues, ensuring effective handover.

Continuous Learning and Improvement:

Stay updated with emerging technologies, industry trends, and best practices related to hotel IT support.

Participate in training programs to enhance technical skills and knowledge.