Help Desk Analyst I

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.

Provide advanced phone based and email routed technical support associated with the identification, prioritization, and resolution of reported issues of a moderate to high complexity. Must be able to recognize, research, isolate, and then present a resolution to the reported issues. As directed will also provide initial support and administration for PC Workstations on the Corporate Campus including imaging, installation and troubleshooting of PC Hardware, VM and Mobile technology and office automation applications. Provide technical support to administrative, operational, and technical staff of 5000+ employees, as well as users in over 20 remote locations, traveling users and external customers requiring remote high-speed internet access while on property. 

ESSENTIAL DUTIES:

• Answer/handle up to 30-50 support calls per day. 


• Handle calls professionally and efficiently. 


• Diligently monitor the Ticket/Task queues and our support inbox. 


• Respond to and resolve tickets within prescribed SLAs. 


• Ensure detailed notes on all worked tickets.


• Readily identify issues that cannot be solved by the Service Desk and escalate accordingly.

Daytime KPs (owned by this role): 

• Measures and targets for the daytime shift are defined and maintained by the Manager, ITSM (or designee). Typical measures include Average Speed to Answer (ASA) / Queue Wait, Abandonment Rate, First Contact Resolution (FCR), Customer Satisfaction (CSAT), Adherence to Schedule, and Ticket Quality. Targets, definitions, sampling methods, and reporting cadence may be updated by the Manager, ITSM, without modifying this job description.


• (Night and weekend coverage, metrics, and escalations are out of scope for this role.) 

REQUIREMENTS:

• Associate degree (A.A.) or up to two years related experience and/or training preferred; or equivalent combination of education and experience in help desk or desktop support role troubleshooting PC problems. 1-3 years’ experience in a related IT position or Help Desk


• Relevant Professional Certifications or currently pursuing is a plus not required.


• Ability to effectively respond to questions from customers and provide timely resolutions to issues while effectively communicating status to management and customers.


• Proficiency with Microsoft Business products and operating systems


• Working knowledge with HP printers and other peripherals; and familiar with related setup and administration


• Excellent written and oral communication skills


• Ability of handling multiple projects simultaneously


• Participates in proactive team efforts to achieve departmental and company goals.


• Demonstrate excellent customer service knowledge, skills, and abilities including trustworthiness and honesty.


• Must be detail oriented.


• Participates in proactive team efforts to achieve departmental and company goals.


• Ability to multi-task in a fast-paced corporate environment


• Problem solving and analytical skills are a must