Description:
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. Position Statement: The Service Desk Technician is a highly motivated, passionate and detail oriented Customer Service advocate looking to learn and grow in a fast paced environment. This position will be a member of the Tier 1 Team, and will be the primary point person for all customers and ITG personnel, with the intent of resolving most customer related application and service issues during first contact. The candidate will be expected to interact with customers, peers, escalation Teams, and Leadership via phone, Instant Messenger, video, and email to ensure customer issues are resolved per approved Service Level Agreements (SLAs) metrics. This position is subject to shift work and a candidate will be expected to move to different shifts as needed. Position Summary: • Primary Point of Contact for Hilton Grand Vacations internal customer issues per approved SLA metrics. • 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. • Performs Best Practices application and systems diagnosis and troubleshooting techniques in other to resolve all service affecting issues. • Coordinates and escalates complex issues to the Escalation and Leadership Teams when necessary. • Works with peers and management to resolve technical issues. • Documents all communication in the Ticketing System, and updates customers regularly on active tickets. Required Qualifications • Technical School, University, or College education in a Technology Concentration. (Experience may be substituted for education). • Must have understanding with respect to monitoring, managing and maintaining local and remote customer applications and services. • Must have 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. • Must have a working understanding of the ITIL framework. • 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:
service desk, servicenow, active directory, password, troubleshoot, windows, remote, ticket
Top Skills Details:
service desk, servicenow, active directory, password, troubleshoot, windows, remote, ticket
Additional Skills & Qualifications:
Person must be professional, very well polished and well spoken. Lewis is very big on personality and willingness to learn.
Experience Level:
Entry Level
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.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email [email protected]. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.
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