Minor Hotels Europe and Americas

Associate Service Desk Analyst

Minor Hotels Europe and Americas

full-time

Posted on:

Location Type: Office

Location: Berwyn • Pennsylvania • United States

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Salary

💰 $42,784 - $87,290 per year

About the role

  • Provide first tier technical support by directly responding to customer requests and inquiries.
  • Identify IT productivity issues and provides troubleshooting, leveraging knowledge management practices, with the goal of remediating incidents.
  • Educate customers and communicates troubleshooting steps.
  • Resolve routine hardware and software incidents and is able to apply knowledge, troubleshooting expertise, and judgment to resolve more difficult issues.
  • Follow documented workflow and established standards.
  • Escalate to the appropriate technical resources for more complex incidents.
  • Adhere to customer communication engagement tool standards (including phone logging and ticketing systems) and is available during scheduled shifts.
  • Participate as an integral part of the team, exhibiting ownership, follow through, initiative, awareness and effective communication with customers, peers, upper tiers, and management.

Requirements

  • A minimum of two years of related work experience, which could include experience in a field providing customer service, or assisting end users with hardware and software related problems.
Benefits
  • Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade
  • Company paid holidays
  • Personal Days
  • Sick Leave
  • Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
  • Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
  • Life and disability insurance
  • Employee assistance programs
  • Other benefits as provided by local policy and eligibility
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical supporttroubleshootinghardware supportsoftware supportincident remediationknowledge management
Soft Skills
customer communicationinitiativeownershipeffective communicationteam collaboration