Service Desk Engineer

We Put the World on Vacation Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

The Service Desk Analyst will be responsible for providing 24/7/365 L1 support to all internal T+L staff as part of the Global ServiceDesk Team. Tasks will include but not limited to: Phone, Email, Self-service, Chat Incident Management. Additionally, tasks will include managing all interactions through request management, installing software, L1 troubleshooting, remote management, Escalation and Priority Mgmt while providing an exceptional customer experience. The Service Desk Analyst will also be the first line of support to our business partners and will develop omni-channel support and relations on a Global Level. The successful candidate will work part of the larger Global IT Team and also have the initiative to work alone.

How You'll Shine

Provide L1 Support through all Business Interactions in accordance with IT Global Policies & Procedures

Resolve L1 incidents within given SLA’s

Meet the KPI outlined.

Collaborate withL2 and L3, Inicdent Mgmt Teams

Build and document IT procedures for training purposes (Knowledge Base Management)

Provide remote IT training for new and current staff and systems

Work on special projects as assigned from the Service Desk Manager. Ensure all jobs are documented and closed correctly to maintain high level of Customer satisfaction.

Display a Count On Me! service to all internal and external parties.

Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.

Display leadership values by ensuring effective communication and respecting your peers and managers. Support others within the team and empower each other wherever possible.

What You'll Bring

A committed team player that will take control of all tasks assigned to them.

Impeccable Client Manner & “Count on me” work ethic

A hands-on, problem-solving, “can -do” attitude.

Excellent customer service skills

Flexibility to work productively in a fast paced, high growth and changing environment that includes shift work and after-hours on-call rosters.

1-2 years’ previous work experience in an IT operations environment or IT related degree

Experience in a team environment, working to tight deadlines

Must have excellent PC hardware skills

Microsoft Certification and/or training will be highly regarded

Working a 7-day rotating shift pattern

Availability to work local Public Holidays.

Strong problem analysis skills

Adaptability

Planning and organizing skills

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.