Service Desk Support Agent

1 month ago


Lancaster, United Kingdom Hilton Grand Vacations Full time

**What will I be doing?**

Provide technical support and issue resolution to Team Members while delivering outstanding customer service. Analyst will provide troubleshooting assistance across several categories of incidents through remote and in-person interactions. The Analyst is responsible for resolving first level questions and problems and will work with the Service Desk Supervisor or other IT groups on more complex issues.
- Document, track and monitor incidents to ensure a timely resolution
- Enter the correct work categorization and detailed troubleshooting/resolution steps into the ticket for each ticket worked on, including next steps
- if necessary.
- Identify, research, and resolve technical problems
- Responsible for updating the knowledge base to ensure accurate and current information is on file
- Utilize strong system and troubleshooting skills to ensure resolution of customer issues
- Manage time effectively in order to meet performance criteria objectives while creating a positive customer experience
- Adhere to service level agreements
- Escalate complex issues following the defined escalation procedures
- Provide detailed knowledge transfer to others as needed

**Qualifications**

**What are we looking for?**
- Technical School, University, or College education in a Technology Concentration. (Experience may be substituted for education).
- Must have working knowledge of network and systems administration,
- Must be able to work all days of the week, all shifts, including holidays
- Must be able to work overtime when necessary
- Must be able to work an on-call rotation


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