IT Service Desk Analyst

Description

This person will be providing services to internal Hilton employees. They will work through incoming calls and emails. The will be creating tickets through servicenow. The main priority is first call resolution. The most common issues will be password resets and oracle questions. Position Statement: The Service Desk Technician is a highly motivated, passionate and detail oriented Customer Service advocate looking to learn and grow in a fast paced environment. This position will be a member of the Tier 1 Team, and will be the primary point person for all customers and ITG personnel, with the intent of resolving most customer related application and service issues during first contact. The candidate will be expected to interact with customers, peers, escalation Teams, and Leadership via phone, Instant Messenger, video, and email to ensure customer issues are resolved per approved Service Level Agreements (SLAs) metrics. This position is subject to shift work and a candidate will be expected to move to different shifts as needed. Position Summary: • Primary Point of Contact for Hilton Grand Vacations internal customer issues per approved SLA metrics. • Monitors the progress of Incidents and Problems, and provides timely updates to customers, Hilton Grand Vacations Information Technology personnel, and Hilton Grand Vacations Leadership Team. • Performs Best Practices application and systems diagnosis and troubleshooting techniques in other to resolve all service affecting issues. • Coordinates and escalates complex issues to the Escalation and Leadership Teams when necessary. • Works with peers and management to resolve technical issues. • Documents all communication in the Ticketing System, and updates customers regularly on active tickets. Required Qualifications • Technical School, University, or College education in a Technology Concentration. (Experience may be substituted for education). • Must have understanding with respect to monitoring, managing and maintaining local and remote customer applications and services. • Must have working knowledge of network and systems administration, and recommended troubleshooting techniques. • Ability to quickly and efficiently address customer needs by providing solutions to customer issues, or escalating to Escalation Team for prompt resolution. • Excellent verbal and written communications skills with ability to build relationships at all levels of the organization. • Must have a working understanding of the ITIL framework. • Energetic, responsible, self-motivated, and able to work in a Team environment under minimal supervision. • Exceptional Customer Service skills. • Keen attention to detail. • Able to effectively prioritize and perform Service Desk tasks in a fast paced environment. • Excellent analytical, organizational and technical skills.

Skills

Help desk, Support, Help desk support, Troubleshooting, Service desk, Customer service, Active directory, Technical support

Top Skills Details

Help desk,Support,Help desk support,Troubleshooting,Service desk,Customer service,Active directory,Technical support

Additional Skills & Qualifications

Person must be professional, very well polished and well spoken.

Experience Level

Intermediate Level

This is a Contract to Hire position based out of Orlando, FL.

The pay range for this position is $18.00 - $21.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a hybrid position in Orlando,FL.

This position is anticipated to close on Aug 12, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.