Global Service Desk Analyst I
Hyatt
full-time
Posted on:
Location Type: Hybrid
Location: Cancún • 🇲🇽 Mexico
Visit company websiteJob Level
Junior
Tech Stack
MacOSServiceNow
About the role
- 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.
- 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 as needed
- 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
Requirements
- 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
- 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
Benefits
- Flexible work schedule
- Work-life benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingWindowsmacOSMicrosoft Office 365networkingServiceNowZendeskITILIncident ManagementProblem Management
Soft skills
customer servicecommunicationproblem-solvingcourtesyprofessionalismflexibilitytrainingdevelopment