Global Service Desk Analyst I (Hybrid Opportunity)

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

The Opportunity

Hyatt Hotels Corporation seeks an enthusiastic Global Service Desk Analyst I to join our Field Technology. In this role, you will be collaborating closely with the broader Technology team, 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 our purpose, committed to nurturing curiosity and new skills, and building connections across the organization with colleagues, customers, and guests.

Organization- Hyatt Corporate Office

Summary

The Opportunity

Hyatt Hotels Corporation seeks an enthusiastic Global Service Desk Analyst I to join our Field Technology. In this role, you will be collaborating closely with the broader Technology team, 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 our purpose, committed to nurturing curiosity and new skills, and building connections across the organization with colleagues, customers, 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 our guests have been at the heart of our business and helped Hyatt become one of the best, and fastest growing hospitality brands in the world. Our transformative growth and the addition of new hotels, brands and business lines can open the door for exciting career and growth opportunities to our colleagues.

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

What sets us apart is our purpose—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.

We’re proud to offer exceptional corporate benefits which include:

• Flexible work schedule
• Work-life benefits
• Paid Time Off, Medical Insurance

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 Wellbeing. You enjoy working with others, are results driven and are looking for a variety of opportunities to develop personally and professionally.

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The Role

The Global Service Desk Analyst I is an entry-level position ideal for candidates with foundational knowledge of IT systems and a passion for providing outstanding technical support. As a frontline support analyst, you will be the first point of contact for end users experiencing technical issues, delivering best-in-class service and timely resolution of common IT problems. You will work collaboratively with global colleagues and elevate more complex issues to higher‑tier support teams as needed.

• Respond to incoming IT service requests via phone, email, or chat in a timely and courteous manner
• Log, categorize, and prioritize service tickets using the ServiceNow platform
• Provide basic troubleshooting for hardware, software, and network issues
• Assist users with password resets, access requests, and account‑related inquiries
• Escalate unresolved or complex technical issues to Tier 2/Tier 3 support teams
• Follow predefined scripts and knowledge base articles to complete routine support tasks
• Ensure a high level of customer service and maintain professional communication with end users
• Participate in ongoing training and development programs to enhance technical and customer service skills

Qualifications

Experience Required

• 1+ years of experience in a Service Desk, IT Help Desk, or technical support role
• Exposure to troubleshooting Windows and/or macOS common applications (e.g., Microsoft Office 365), and networking issues
• Experience handling IT support tickets using platforms like ServiceNow, Zendesk, or similar systems
• Familiarity with ITIL frameworks such as Incident, Problem, Change, Knowledge Management
• Ability to work in a global, fast paced, and collaborative environment
• Comfortable working in a multinational environment with users across various time zones
• Excellent problem‑solving skills
• Proficient in English (both spoken and written) with strong communication skills
• Willingness to work flexible hours to support a global user base

Experience Preferred

• Associate or bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience)
• Experience using ServiceNow or other enterprise IT service management (ITSM) platforms a plus
• Exposure to Active Directory for account management (e.g., unlocking accounts, resetting passwords, group memberships)
• Familiarity with remote support tools such as TeamViewer, Bomgar, or Microsoft Remote Desktop
• Exposure to knowledge base usage and contribution for process improvement
• Multilingual support experience is a plus, especially English, Spanish, or Mandarin

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.

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We welcome you

Research shows that individuals 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?

We value our relationships with recruitment partners and require that agencies contact us first before submitting any candidates. Hyatt will not be responsible for any fees and obligations associated with unsolicited submissions unless a formal agreement is in place.