it help desk agent level 1

Summary

WE CARE FOR PEOPLE SO THEY CAN BE THEIR BEST.

At Hyatt, we are more than just a hotel chain—we are a global family that shares a passion for hospitality. Our 1300+ exquisit accommodations span across 65 countries, offering not just luxurious experiences but also a diverse and international work environment that inspires and nurtures. As part of our team, you will craft unforgettable memories and become part of a dynamic culture that thrives on innovation and excellence.

For further information about the company, we invite you to visit our website:

Become a part of the Hyatt family and start your career with us as IT Helpdesk Agent Level 1 in the IT department at Hyatt Services GmbH in Mainz.

What We Offer

• Global accommodation at Hyatt Hotels at employee rates
• Job ticket for public transport in Mainz and Wiesbaden
• Company savings plans
• Electronic time tracking—no loss of overtime
• Personalized training and career programs
• Modern workplace in the heart of Mainz city center
• Option for a hybrid work model (2 days / week working from home)
• International team (colleagues from over 50 nations)
• Complimentary beverages (coffee specialties, tea, and water)
• Additional vacation day for special occasions

The Role

As an IT Help Desk Agent Level 1, you will be the first line of support for our customers, ensuring a high level of technical assistance and customer service. Your primary responsibility is to handle incoming technical issues, resolve simple to moderate problems, and escalate more complex issues to Level 2 or third-party support when necessary. You will be the single point of contact for the customer, taking ownership of their requests from start to finish and providing ongoing status updates.

Your responsibilities:

Provide First-Level Technical Support: Assist colleagues in hotels and offices with troubleshooting common IT issues such as hardware and software problems, network connectivity, and user access issues.

• Ticket Management: Accurately document all customer interactions, incidents, and resolutions in the ticketing system, ensuring timely updates and clear communication.
• Ownership of Issues: Take ownership of technical issues from the moment they are reported until they are resolved, ensuring the customer is informed and satisfied.
• User Access Management: Administer and manage user access to systems and applications, ensuring proper permissions and security measures are in place.
• Ongoing Customer Communication: Provide continuous updates to customers on the status of their support requests, ensuring transparency and a positive experience.
• Ticket Triage & Escalation: Review and assess incoming tickets, routing them to the appropriate support teams for further resolution. Escalate critical issues or unresolved problems to Level 2 or third-party support as necessary.
• Collaboration with IT Teams: Work with senior IT agents and Level 2 support to resolve more complex issues, contributing to a smooth flow of support requests.
• Adherence to Core Values: Maintain a customer-first mindset, demonstrating a commitment to Hyatt's core values of integrity, respect, and excellence in all interactions.
• Other Responsibilities: Perform other duties as assigned, contributing to the overall effectiveness of the IT department.

Required Skills

• 1-2 Years of IT Service Desk Level 1 Experience: Proven experience in providing first-level technical support in a service desk or help desk environment.
• Education: IT vocational training or a bachelor's degree in computer science or information technology systems is preferred.
• Language Skills: Excellent verbal and written communication skills in English. Knowledge of German is a plus.
• Technical Skills: Basic understanding of IT systems, hardware, and software troubleshooting. Familiarity with Microsoft Windows operating systems and office productivity tools (Windows Client OS, Windows Administrative tools, Active Directory, MS Office, etc.).
• Problem-Solving Ability: Ability to troubleshoot and resolve common technical issues, while escalating more complex problems when necessary.
• Ticketing System Proficiency: Experience or the ability to quickly learn how to use a ticketing system for tracking incidents and resolutions (e.g., ServiceNow).
• Organizational Skills: Ability to manage multiple tickets and tasks simultaneously while keeping detailed and accurate records.
• Team Player: Willingness to collaborate with colleagues across different levels of IT support, ensuring issues are handled efficiently.
• Customer-Focused: Proactive and solution-oriented attitude with a passion for helping others resolve technical issues.

You don't Meet All Criteria?

Don't let that stop you We don't expect you to have a "perfect" profile because what is "perfect," anyway? Even if you don't meet all criteria but are interested in the position, feel free to apply. Your personality and dedication matter most to us. If you bring that, we can teach you the rest.

We Live Inclusion

Our company culture is built on diversity, equal opportunities, and inclusion. We welcome applications from individuals with diverse backgrounds and abilities. All applicants, regardless of any disabilities, will be treated equally in the selection process. We strive to create a work environment that respects and promotes everyone's uniqueness.

Interested?

Then, we look forward to your application

By submitting your application and accompanying documents, you confirm that you have read the provisions regarding the use of the personal information you provided in accordance with the global privacy policy for employees. This policy is available at

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