Hyatt IT Service Desk Agent in MAINZ, Germany


Reporting to the IT Service Desk – L1 Supervisor, the IT Service Desk Agent – L1 is primarily responsible for providing quality technical support and customer service by taking telephone calls, answering emails and creating and updating service tickets. This individual will assume ownership of customer inquiries and see them through to resolution, properly escalating to higher level IT associates when necessary. The role focuses on delivering excellent customer service while achieving a high first contact resolution result. The individual is required to clearly articulate customer requirements and be able to interface with a variety of second level teams and third party service providers.

Position Responsibilities:

  • Provides first level telephone and other media contact support for all hardware and software issues
  • Consistently delivers excellent technical customer service
  • Clearly documents interactions, incidents and resolutions within Hyatt’s ticketing system
  • While acting as a single point of contact, takes ownership and responsibility of issues from start through to resolution


Position Prerequisites: * Minimum of 1 year of technical support experience (MS Office, MS Exchange, MS Windows, etc.) * IT vocational training or Bachelor degree concentration in Information Systems, Computer Science, or comparable field strongly preferred * Exceptional English verbal and written and interpersonal skills required; excellent written and organizational skills a must * Good working knowledge in one of the following systems preferred: Windows-Server, MS-SQL Server, software deployment, Citrix

Your skills * Customer-oriented and solution-focused worker * Ability to maintain confidentiality with information or items as required * Possesses flexibility and works well within a team * Adaptable and with the intellectual ability to thrive in a demanding and changing environment * Ability to develop effective and quality working relationships with other departments, groups, and personnel * Ability to identify process and document improvement opportunities and works with their supervisor to take corrective action to implement change * Possesses an international mindset

If you are interested in being part of an international team and enjoy new challenges, we looking forward to hearing from you.

Primary Location: DE-RP-Mainz
Organization: EAME Regional Office
Job Level: Full-time
Job: Technology
Req ID: MAI000215

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.