Service Desk Engineer

Wyndham; Philippines; On-site; PHP 300,000 - 420,000; Full time

Job summary

Travel + Leisure Co. is hiring a Service Desk Analyst to provide 24/7/365 L1 IT support for internal staff as part of the Global ServiceDesk Team.

You will handle incidents, manage requests, and ensure a high level of customer satisfaction while collaborating with L2/L3 teams and building knowledge base materials. The role requires 1–2 years in IT operations or an IT-related degree, strong PCs hardware skills, and flexibility for rotating shifts including holidays.

Qualifications

• 1–2 years in IT operations or IT degree.
• Strong problem analysis and customer service mindset.
• Willing to work 7-day rotating shifts and local holidays.
• Excellent PC hardware skills.
• Microsoft Certification is advantageous.

Responsibilities

• Provide L1 support via phone, email, self-service and chat.
• Resolve L1 incidents within SLA and meet KPIs.
• Collaborate with L2 and L3 incident management teams.
• Document IT procedures for training and knowledge base.
• Provide remote IT training for staff and systems.
• Ensure high customer satisfaction and proper ticket closure.
• Maintain accuracy in documentation and contribute to process improvements.

Skills

L1 support

Incident management

Remote troubleshooting

Customer service

Team collaboration

Multitasking

Microsoft Certification

Education

IT-related degree

Job description

We Put the World on Vacation

Travel + Leisure Co. is the world's leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

The Service Desk Analyst will be responsible for providing 24/7/365 L1 support to all internal T+L staff as part of the Global ServiceDesk Team. Tasks will include but not limited to: Phone, Email, Self-service, Chat Incident Management. Additionally, tasks will include managing all interactions through request management, installing software, L1 troubleshooting, remote management, Escalation and Priority Mgmt while providing an exceptional customer experience. The Service Desk Analyst will also be the first line of support to our business partners and will develop omni-channel support and relations on a Global Level. The successful candidate will work part of the larger Global IT Team and also have the initiative to work alone.

How You\'ll Shine

• Provide L1 Support through all Business Interactions in accordance with IT Global Policies & Procedures


• Resolve L1 incidents within given SLA's


• Meet the KPI outlined.


• Collaborate withL2 and L3, Inicdent Mgmt Teams


• Build and document IT procedures for training purposes (Knowledge Base Management)


• Provide remote IT training for new and current staff and systems


• Work on special projects as assigned from the Service Desk Manager. Ensure all jobs are documented and closed correctly to maintain high level of Customer satisfaction.


• Display a Count On Me! service to all internal and external parties.


• Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.


• Display leadership values by ensuring effective communication and respecting your peers and managers. Support others within the team and empower each other wherever possible.

What You\'ll Bring

• A committed team player that will take control of all tasks assigned to them.


• Impeccable Client Manner & \"Count on me\" work ethic


• A hands-on, problem-solving, \"can -do\" attitude.


• Excellent customer service skills


• Flexibility to work productively in a fast paced, high growth and changing environment that includes shift work and after-hours on-call rosters.


• 1-2 years' previous work experience in an IT operations environment or IT related degree


• Experience in a team environment, working to tight deadlines


• Must have excellent PC hardware skills


• Microsoft Certification and/or training will be highly regarded


• Working a 7-day rotating shift pattern


• Availability to work local Public Holidays.


• Strong problem analysis skills


• Adaptability


• Planning and organizing skills

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you\'ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We\'re always looking ahead to what\'s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [e-mail] , including the title and location of the position for which you are applying.