Global IT Service Desk Analyst I – Frontline Tech Support

Hyatt; Cancún; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Hyatt Corporate is seeking a Global Service Desk Analyst I to join its Field Technology team in a fast-paced, multinational setting. The role focuses on frontline technical support, providing timely resolutions and excellent customer service to end users across time zones.

The ideal candidate has 1+ years in a service desk role, familiarity with ServiceNow and ITIL, and strong English communication skills. This entry-level position offers growth opportunities within Hyatt's technology

Formación

• 1+ years of service desk or IT support experience.
• Experience with Windows/macOS apps and basic networking.
• Familiarity with ITSM platforms (ServiceNow, Zendesk).
• English fluency (written and spoken).
• Ability to work across time zones.

Responsabilidades

• Respond to incoming IT service requests via phone, email, or chat.
• Log, categorize, and prioritize tickets in ServiceNow.
• Provide basic troubleshooting for hardware, software, and network issues.
• Assist users with password resets and account inquiries.
• Escalate complex issues to Tier 2/Tier 3 support teams.
• Follow scripts and knowledge base articles for routine tasks.
• Maintain high level of customer service and professional communication.
• Participate in ongoing training to improve technical and customer service skills.

Conocimientos

Service desk experience

ServiceNow

ITIL

English proficiency

Problem solving

Educación

Associate or Bachelor in IT

Herramientas

Zendesk

Active Directory

TeamViewer

Remote Desktop

Descripción del empleo

Hyatt Corporate is seeking a Global Service Desk Analyst I to join its Field Technology team in a fast-paced, multinational setting. The role focuses on frontline technical support, providing timely resolutions and excellent customer service to end users across time zones.

The ideal candidate has 1+ years in a service desk role, familiarity with ServiceNow and ITIL, and strong English communication skills. This entry-level position offers growth opportunities within Hyatt's technology