Analista de Soporte de TI / IT Support Analyst

When you work in Hawaii, in addition to learning about the functional aspects of running a hotel — like the proper way to make a bed or how to best handle luggage — it’s critically important to understand Hawaiian culture and the spirit of ‘ohana, or ‘family.’ When opening the first Andaz property in Hawaii, our team participated in Hawaiian culture training to help us understand what ‘ohana truly means."
Technology
Full-time
Hyatt Hotels Corporation seeks an enthusiastic Global Service Desk Analyst I to join our Field Technology. In this role, you will be collaborating closely with the broader Technology team, where you’ll be instrumental in continuing to make Hyatt a leading hospitality company. Since 1957, our colleagues and our guests have been at the heart of our business and helped Hyatt become one of the best, and fastest growing hospitality brands in the world. Our transformative growth and the addition of new hotels, brands and business lines can open the door for exciting career and growth opportunities to our colleagues.
Every business decision is made through the lens of our purpose, and it informs how we have and will continue to support each other as members of the Hyatt family. The Global Service Desk Analyst I is an entry-level position ideal for candidates with foundational knowledge of IT systems and a passion for providing outstanding technical support. As a frontline support analyst, you will be the first point of contact for end users experiencing technical issues, delivering best-in-class service and timely resolution of common IT problems. You will work collaboratively with global colleagues and elevate more complex issues to higher-tier support teams as needed.
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
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
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
• 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
Familiarity with remote support tools such as TeamViewer, Bomgar, or Microsoft Remote Desktop
Multilingual support experience is a plus, especially English, Spanish, or Mandarin