IT Service Desk Analyst

About the role

This person will be providing services to internal Hilton employees. They will work through incoming calls and emails. The will be creating tickets through servicenow. The main priority is first call resolution. The most common issues will be password resets and oracle questions.

Responsibilities

• Primary Point of Contact for Hilton Grand Vacations internal customer issues per approved SLA metrics.
• Maintains and monitors the progress of Incidents and Problems, and provides timely updates to customers, Hilton Grand Vacations Information Technology personnel, and Hilton Grand Vacations Leadership Team.
• Applies and diagnoses systems and troubleshooting techniques to resolve all service affecting issues.
• Collaborates with peers and management to resolve technical issues.
• Documents all communication in the Ticketing System, and updates customers regularly on active tickets.

Requirements

• Technical School, University, or College education in a Technology Concentration.
• Understanding of monitoring, managing, and maintaining local and remote customer applications and services.
• Working knowledge of network and systems administration, and recommended troubleshooting techniques.
• Ability to quickly and efficiently address customer needs by providing solutions to customer issues, or escalating to Escalation Team for prompt resolution.
• Excellent verbal and written communications skills with ability to build relationships at all levels of the organization.
• Working understanding of the ITIL framework.

Qualifications

• Energetic, responsible, self-motivated, and able to work in a Team environment under minimal supervision.
• Exceptional Customer Service skills.
• Keen attention to detail.
• Able to effectively prioritize and perform Service Desk tasks in a fast paced environment.
• Excellent analytical, organizational, and technical skills.

Skills

• Help desk
• Support
• Troubleshooting
• Service desk
• Customer service
• Active directory
• Technical support

Top Skills

• Help desk
• Support
• Troubleshooting
• Service desk
• Customer service
• Active directory
• Technical support

Additional Skills & Qualifications

Person must be professional, very well polished and well spoken. Experience Level Intermediate Level

Job Type & Location

This is a Contract to Hire position based out of Orlando, FL.

Pay and Benefits

The pay range for this position is $18.00 - $21.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision, Critical Illness, Accident, and Hospital, 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available, Life Insurance (Voluntary Life & AD&D for the employee and dependents), Short and long-term disability, Health Spending Account (HSA), Transportation benefits, Employee Assistance Program, Time Off/Leave (PTO, Vacation or Sick Leave).

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

About TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.