Help Desk Analyst I

Holiday Inn Club Vacations Incorporated; Orlando, Northern (FL, KY); Hybrid; USD 42,000 - 58,000; Full time

Job summary

Holiday Inn Club Vacations Incorporated is seeking an IT Help Desk specialist to provide advanced phone and email technical support, solving moderate to high complexity issues for 5000+ employees across corporate campus and remote sites.

You will respond to inquiries, document ticket details, and escalate when needed, ensuring timely resolutions and customer satisfaction in a fast-paced environment at our Orlando campus.

Qualifications

• Associate degree (A.A.) or up to two years related experience and/or training preferred; or equivalent combination of education and experience in help desk or desktop support.
• 1-3 years’ experience in a related IT position or Help Desk
• Relevant Professional Certifications or currently pursuing is a plus not required.
• Proficiency with Microsoft Business products and operating systems
• Working knowledge with HP printers and other peripherals; and familiar with related setup and administration
• Excellent written and oral communication skills
• Ability to multi-task in a fast-paced corporate environment
• Demonstrates excellent customer service knowledge, skills, and abilities including trustworthiness and honesty

Responsibilities

• Answer/handle up to 30-50 support calls per day.
• Handle calls professionally and efficiently.
• Diligently monitor the Ticket/Task queues and our support inbox.
• Respond to and resolve tickets within prescribed SLAs.
• Ensure detailed notes on all worked tickets.
• Readily identify issues that cannot be solved by the Service Desk and escalated accordingly.

Skills

Excellent communication

Problem solving

Multi-tasking

Customer service

Teamwork

Education

Associate degree in IT

Two-year IT certificate

Tools

Microsoft Windows OS

HP printers

Microsoft 365

Job description

Description

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.

Provide advanced phone based and email routed technical support associated with the identification, prioritization, and resolution of reported issues of a moderate to high complexity. Must be able to recognize, research, isolate, and then present a resolution to the reported issues. As directed will also provide initial support and administration for PC Workstations on the Corporate Campus including imaging, installation and troubleshooting of PC Hardware, VM and Mobile technology and office automation applications. Provide technical support to administrative, operational, and technical staff of 5000+ employees, as well as users in over 20 remote locations, traveling users and external customers requiring remote high-speed internet access while on property.

ESSENTIAL DUTIES:

• Answer/handle up to 30-50 support calls per day.
• Handle calls professionally and efficiently.
• Diligently monitor the Ticket/Task queues and our support inbox.
• Respond to and resolve tickets within prescribed SLAs.
• Ensure detailed notes on all worked tickets.
• Readily identify issues that cannot be solved by the Service Desk and escalated accordingly.

Daytime KPs (owned by this role):

• Measures and targets for the daytime shift are defined and maintained by the Manager, ITSM (or designee). Typical measures include Average Speed to Answer (ASA) / Queue Wait, Abandonment Rate, First Contact Resolution (FCR), Customer Satisfaction (CSAT), Adherence to Schedule, and Ticket Quality. Targets, definitions, sampling methods, and reporting cadence may be updated by the Manager, ITSM, without modifying this job description.

REQUIREMENTS:

• Associate degree (A.A.) or up to two years related experience and/or training preferred; or equivalent combination of education and experience in help desk or desktop support role troubleshooting PC problems. 1-3 years’ experience in a related IT position or Help Desk
• Relevant Professional Certifications or currently pursuing is a plus not required.
• Ability to effectively respond to questions from customers and provide timely resolutions to issues while effectively communicating status to management and customers.
• Proficiency with Microsoft Business products and operating systems
• Working knowledge with HP printers and other peripherals; and familiar with related setup and administration
• Excellent written and oral communication skills
• Ability of handling multiple projects simultaneously
• Participates in proactive team efforts to achieve departmental and company goals.
• Demonstrate excellent customer service knowledge, skills, and abilities including trustworthiness and honesty.
• Must be detail oriented.
• Participates in proactive team efforts to achieve departmental and company goals.
• Ability to multi-task in a fast-paced corporate environment
• Problem solving and analytical skills are a must

Qualifications

Education

Preferred

Associates degree/2 yr college certificate or better in Information Technology.

Licenses & Certifications

Preferred

MCDTS

Equal Opportunity Employer
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