Global Service Desk Agent

2 weeks ago

London, United Kingdom Global Sales Office - London Full time

Summary

**Responsibilities**

2. Assists the customer in resolving technical issues and requests by providing guidance regarding software and hardware problems

3. Performs after-incident follow-ups with customers to ensure that customer inquiries are resolved to their satisfaction and within the defined timeframes

4. Identifies, evaluates, and prioritizes customer requests and issues to ensure that inquiries are successfully resolved

5. Escalates issues within the defined standards

6. Assists in the development of defined standards to resolve specific sets of requests / incidents

7. Ensures tickets are kept current while following defined processes

8. Responsible for imaging, moving, adding, changing and deleting (IMAC/D) of computers according to defined processes

9. Tracks Hyatt technical assets (hardware and software) in Hyatt specified asset tracking database

10. Identifies opportunities to commoditize support procedures and assist in transferring it to the support team closest to initial customer contact

11. Develops effective and quality working relationships with other departments, groups, and personnel

**Qualifications**:
**Personal Competencies**:
1. **Managing**: Handles the demands of projects, clients, vendors and deliverables by prioritizing and maintaining a flexible attitude.

2. **Service Quality**: Anticipates client’s needs, takes appropriate action to meet those needs and continually searches for way to improve both client service and satisfaction. Continually identifies, implements and improves effective processes and procedures to ensure overall client satisfaction.

3. **Best Practice Mindset**: Sets high standards of performance. Seeks, applies and demonstrates best practice to achieve innovative and creative business solutions.

4. **Technical Expertise/Business Knowledge**: Demonstrates in-depth technical expertise and knowledge appropriate to functional role; stays abreast with emerging technologies and trends. Applies technology and business knowledge to solve business problems and create new opportunities.

5. **Objective setting/results driven**: Sets and conveys clear goals, in line with overall organizational strategy, for self and others, encouraging individual initiative. Obtains results and adds value to the organization by making timely and sound decisions and influencing others.

6. **Adaptability**: Flexes to new pressures from competition, loss of talent, and new priorities. Must be able to thrive in an environment with limited supervision.

**Experience/Technical skills**:
1. Technical support experience; within a Corporate environment

2. Bachelor Degree or higher (preferred); concentration in Computer Science or comparable field

3. Excellent verbal, written, interpersonal, and organizational skills a must

4. Adaptable and with intellectual ability to thrive in a demanding, fast moving, and customer focused environment

5. Ability to maintain confidentiality with information or items as required

6. ServiceNow experience a plus, but not mandatory

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