Overview organization- alg vacations, amstar, trisept, and uvc latin america offices the opportunity hyatt hotels corporation seeks an enthusiastic global service desk analyst i to join our field technology team. In this role, you will collaborate closely with the broader technology team, be instrumental in continuing to make hyatt a leading hospitality company, and be part of a team that is passionate about our purpose, curious, and focused on building connections across the organization with colleagues, customers, and guests. Why hyatt at hyatt, we believe in the power of belonging and creating a culture of care. Since 1957, our colleagues and guests have been at the heart of our business and helped hyatt become a leading hospitality brand. We are growing rapidly and seek passionate changemakers to join our journey. The hospitality industry offers dynamic opportunities for upward mobility, and hyatt supports the growth of its people. How we care for our people our purpose is to care for people so they can be their best. Every business decision is made through this lens, and we support each other as members of the hyatt family. We’re proud to have appeared on fortune’s 100 best companies to work for list for the last ten years. This reflects our commitment to inclusivity, empathy, respect, and belonging. We offer exceptional corporate benefits, including: annual allotment of free hotel stays at hyatt hotels globally flexible work schedule 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 seek opportunities to develop personally and professionally. The role the global service desk analyst i is an entry-level position 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 escalate 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 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 not all-encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary. We welcome you : research shows that individuals often apply to jobs only if they meet all listed qualifications. If you are inspired to enhance your career, we’d love to consider your unique experiences and how you could make hyatt even better. Note: this text remains for internal use and recruitment, with agencies asked to contact us first before submitting candidates. Hyatt is not responsible for fees related to unsolicited submissions without a formal agreement. J-18808-ljbffr