Global Service Desk Analyst I - Hybrid IT Support

Hyatt Hotels Corporation; Cancún; Híbrido; MXN 240.000 - 340.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid Time Off

Medical Insurance

Descripción de la vacante

Hyatt Hotels Corporation seeks a Global Service Desk Analyst I to join our Field Technology team. You will be the first contact for end users, delivering timely support and working with global colleagues across time zones in a hybrid setup.

You will log tickets, provide basic troubleshooting for hardware/software, and escalate complex issues to Tier 2/3 while maintaining professional communication and a strong service mindset.

Formación

• 1+ years in a Service Desk or IT support role.
• Experience troubleshooting Windows and macOS apps (Office 365) and networks.
• Experience using ServiceNow, Zendesk, or similar ITSM platforms.
• Familiarity with ITIL processes: Incident, Problem, Change, Knowledge.
• Ability to work in a global, fast-paced environment.
• Willingness to work across time zones.

Responsabilidades

• Respond to IT service requests via phone, email, or chat.
• Log and prioritize tickets in ServiceNow.
• Provide basic troubleshooting for hardware, software, and networks.
• Assist with password resets and access requests.
• Escalate complex issues to Tier 2/3 support.
• Follow scripts and knowledge base to complete tasks.
• Maintain high level of service and professional communication.
• Participate in ongoing training.

Conocimientos

Customer support

Windows troubleshooting

macOS troubleshooting

Office 365

ITIL familiarity

Global collaboration

English proficiency

Time-zone flexibility

Educación

Associate degree

Bachelor's degree

Herramientas

ServiceNow

Zendesk

Active Directory

TeamViewer

Microsoft Remote Desktop

Descripción del empleo

Hyatt Hotels Corporation seeks a Global Service Desk Analyst I to join our Field Technology team. You will be the first contact for end users, delivering timely support and working with global colleagues across time zones in a hybrid setup.

You will log tickets, provide basic troubleshooting for hardware/software, and escalate complex issues to Tier 2/3 while maintaining professional communication and a strong service mindset.