Hyatt

Global Service Desk Analyst I

Hyatt

full-time

Posted on:

Location Type: Hybrid

Location: Cancún • 🇲🇽 Mexico

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Job Level

Junior

Tech Stack

ITSMMacOSServiceNow

About the role

  • 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

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
  • 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
  • Associate or bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience)
  • Experience using ServiceNow or other enterprise IT service management (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.
Benefits
  • Annual allotment of free hotel stays at Hyatt hotels globally
  • Flexible work schedule

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingWindowsmacOSMicrosoft Office 365ServiceNowZendeskActive Directoryremote support toolsknowledge base usageITIL
Soft skills
customer serviceproblem-solvingcommunicationcollaborationflexibilityprofessionalismtimelinesscourtesyadaptabilitymultilingual support
Certifications
Associate degree in information technologyBachelor's degree in Computer Science