Global IT Service Desk Analyst I - Flexible Hours

Hyatt; Cancún; Presencial; MXN 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible work schedule

Work-life benefits

Paid Time Off

Descripción de la vacante

Hyatt Hotels Corporation is seeking a Global Service Desk Analyst I to join Field Technology in Cancún. The role involves first-line technical support for end users, collaborating with global teams to deliver timely, high-quality service and escalate complex issues to higher-tier support as needed.

The ideal candidate will have foundational IT knowledge, strong customer-service mindset, and be ready to work in a fast-paced, multinational environment supporting users across time zones.

Formación

• 1+ years of experience in a Service Desk, IT Help Desk, or technical support role.
• Proficient English communication, both written and spoken.
• Strong problem-solving and customer-service orientation.

Responsabilidades

• Respond to incoming IT service requests via phone, email, or chat.
• Log, categorize, and prioritize service tickets using ITSM tools.
• Provide basic troubleshooting for hardware, software, and network issues.
• Assist users with password resets and access requests.
• Escalate unresolved issues to Tier 2/3 support as needed.
• Follow scripts and KB articles to complete routine tasks.
• Maintain professional communication with end users and stakeholders.
• Participate in ongoing training to improve technical and customer-service skills.

Conocimientos

Service Desk Experience

English Proficiency

Customer Service

Educación

Associate or Bachelor’s degree in IT

Herramientas

ServiceNow

Zendesk

Active Directory

Descripción del empleo

Hyatt Hotels Corporation is seeking a Global Service Desk Analyst I to join Field Technology in Cancún. The role involves first-line technical support for end users, collaborating with global teams to deliver timely, high-quality service and escalate complex issues to higher-tier support as needed.

The ideal candidate will have foundational IT knowledge, strong customer-service mindset, and be ready to work in a fast-paced, multinational environment supporting users across time zones.