IT Help Desk Agent Level 1 (12-Month Contractor Assignment)

Organization- Regional Office - EAME

Summary

Who We Are

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.

As part of Hyatt's continued growth, we are seeking an IT Help Desk Agent Level 1 to support our global IT operations. This opportunity is offered as a full-time contractor assignment for a period of 12 months.

The successful candidate will be employed by an external employment partner and work as part of Hyatt's IT team, supporting colleagues and hotels around the world.

Your Role

As an IT Help Desk Agent Level 1, you will be the first line of support for our customers, ensuring a high level of technical assistance and customer service. Your primary responsibility is to handle incoming technical issues, resolve simple to moderate problems, and escalate more complex issues to Level 2 or third-party support when necessary.

You will be the single point of contact for the customer, taking ownership of their requests from start to finish and providing ongoing status updates.

Your Responsibilities

• Provide First-Level Technical Support: Assist colleagues in hotels and offices with troubleshooting common IT issues such as hardware and software problems, network connectivity, and user access issues.
• Ticket Management: Accurately document all customer interactions, incidents, and resolutions in the ticketing system, ensuring timely updates and clear communication.
• Ownership of Issues: Take ownership of technical issues from the moment they are reported until they are resolved, ensuring the customer remains informed and supported throughout the process.
• User Access Management: Administer and manage user access to systems and applications, ensuring proper permissions and security measures are in place.
• Ongoing Customer Communication: Provide continuous updates regarding the status of support requests, ensuring transparency and a positive customer experience.
• Ticket Triage & Escalation: Review and assess incoming tickets, routing them to the appropriate support teams for further resolution. Escalate critical or unresolved issues when necessary.
• Collaboration with IT Teams: Work with senior IT agents and Level 2 support teams to resolve more complex issues and contribute to the smooth flow of support requests.
• Adherence to Core Values: Maintain a customer-first mindset, demonstrating a commitment to Hyatt's core values of integrity, respect, empathy, and excellence in all interactions.
• Other Responsibilities: Perform other duties as assigned, contributing to the overall effectiveness of the IT department.
  
  

Qualifications

Your Qualifications & Experience

• 1-2 years of IT Service Desk Level 1 experience, preferably within a service desk or help desk environment.
• Vocational IT training or a bachelor's degree in Computer Science, Information Technology, or a related field preferred.
• Excellent verbal and written communication skills in English; German language skills are a plus.
• Basic understanding of IT systems, hardware, software troubleshooting, and networking concepts.
• Familiarity with Microsoft Windows operating systems and workplace productivity tools (Windows Client OS, Windows Administrative Tools, Active Directory, MS Office, etc.).
• Experience with, or the ability to quickly learn, ticketing systems for tracking incidents and resolutions (e.g., ServiceNow).
• Strong problem-solving skills with the ability to troubleshoot and resolve common technical issues while escalating more complex problems when needed.
• Excellent organizational skills and the ability to manage multiple tickets and tasks simultaneously while maintaining accurate records.
• Team-oriented mindset with the ability to collaborate effectively across different levels of IT support.
• Proactive and customer-focused approach with a passion for helping others resolve technical issues.
  
  

Employment Arrangement

• Full-time contractor assignment
• Fixed term of 12 months
• Employed by an external employment partner
• Assigned to support Hyatt and work as part of Hyatt's IT team
  
  

We Welcome You

Research shows that individuals tend to apply for jobs only if they meet all the listed qualifications. If you are excited about this opportunity and believe you can contribute to our team, we encourage you to apply.