Global Service Desk Analyst I

Job description

The Opportunity

Hyatt 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, team, where you’ll be instrumental in continuing to make Hyatt a leading hospitality company. You will be part of a team passionate about diversity, equity, and inclusion, committed to nurturing curiosity and new skills and building connections with stakeholders, colleagues, and guests across the organization.

Who We Are

At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleagues become family. Since 1957, our colleagues and guests have been at the heart of our business and helped Hyatt become one of the world's best and fastest-growing hospitality brands. Our transformative growth and the addition of new hotels, brands, and business lines can open the door for exciting career and growth opportunities for our colleagues.

As we continue to grow, we never lose sight of what’s most important: People. We turn trips into journeys, encounters into experiences, and jobs into careers.

Why Now?

This is an exciting time to be at Hyatt. We are growing rapidly and are looking for passionate changemakers to be a part of our journey. The hospitality industry is resilient and continues to offer dynamic opportunities for upward mobility, and Hyatt is no exception.

How We Care for Our People

Our purpose sets us apart—to care for people so they can be their best. 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. Our care for our colleagues is the key to our success. We’re proud to have earned a place on Fortune’s prestigious 100 Best Companies to Work For® list for the last ten years. This recognition is a testament to how our Hyatt family continues to come together to care for one another, our commitment to a culture of inclusivity, empathy, and respect, and making sure everyone feels like they belong.

We’re proud to offer exceptional corporate benefits which include:

•Annual allotment of free hotel stays at Hyatt hotels globally

•Flexible work schedules

•Work-life benefits including well-being initiatives such as a complimentary Headspace subscription, and a discount at the on-site fitness center

•A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption

•Paid Time Off, Medical, Dental, Vision, 401K with company match

Our Commitment to Diversity, Equity, and Inclusion

Our success is underpinned by our diverse, equitable, and inclusive culture and we are committed to diversity across the board—from whom we hire and develop, the organizations we support, and whom we buy from and work with.

Being part of Hyatt means always having space to be you. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities, and identities. We constantly strive to reflect the world we care for with teams that achieve and grow together. To learn more about our commitments to DE&I, please visit the Why Hyatt section of the Hyatt career page.

Who You Are

As our ideal candidate, you understand the power and purpose of our Culture of Care and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect, and Well-being. You enjoy working with others, are results-driven, and seek various opportunities to develop personally and professionally.

The Role

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 escalate 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

•Assist users with password resets, access requests, and account-related inquiries

•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

Desired profile

Qualifications :

Experience Required:

•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

•Comfortable working in a multinational environment with users across various time zones

•Excellent problem-solving skills

•Proficient in English (both spoken and written) with strong communication skills

•Willingness to work flexible hours to support a global user base

Experience Preferred:

•Associate's 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

•Exposure to Active Directory for account management (e.g., unlocking accounts, resetting passwords, group memberships)

•Familiarity with remote support tools such as TeamViewer, Bomgar, or Microsoft Remote Desktop

•Exposure to knowledge base usage and contribution for process improvement

•Multilingual support experience is a plus, especially English and Spanish

The position responsibilities outlined above are in no way to be construed as all-encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

We welcome you:

Research shows that women, people of color, and other historically excluded groups, tend to apply to jobs, only if they meet all the listed job qualifications. Unsure if you check every box, but feeling inspired to enhance your career? Apply. We’d love to consider your unique experiences and how you could make Hyatt even better.