Help Desk Analyst

Bringing True Hospitality to the world.

We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality.

We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way.

With over 370,000 colleagues in nearly 100 countries sharing our values, there's countless opportunities at your fingertips.

We're growing; grow with us.

Job Summary -

Provides first contact technical support to internal employees and franchised properties for a wide variety of applications. Will also provide access management for those applications. Will need to have a strong desire to continuously be learning and improving. Will need to have excellent communication and customer service skills.

Position Responsibilities: Duties and responsibilities may include, but are not limited to, the following :

Ticket management

• First point of contact for internal support
• Action requests received by phone or email
• Document interactions and resolutions in ticketing system

Account management

• Create, modify, and disable accounts or access in a wide variety of applications
• Understand the different roles available in each application
• Follow account request processes and policies

Customer service

• Take ownership of resolving reported issues
• Clarify request with requestor
• Work with the requestor to find an acceptable solution

Escalate issues

• Open and monitor tickets with3rd party support teams on behalf of requestors
• Follow up with requestor to ensure provided resolution works
• Provide updates to requestor

Essential Skills, Experience and Requirements:

Skills/Experience:

• At least 1 year experience providing remote support over voice and email to users with varying levels of technical experience and knowledge
• Strong verbal and written communication skills. Ability to collaborate with contributors of varying levels of technical knowledge
• Ability to troubleshooting complicated technical issues
• Ability to effectively manage multiple, often-conflicting priorities to deadline and customer satisfaction
• Knowledge of Microsoft enterprise solutions (Windows, Exchange, Office, Active Directory, etc.)

Requirements:

• Ability to work flexible schedule
• Supports and maintains positive attitude and vision with peers, associates, team members and management
• Demonstrate strong sense of ownership and initiative in continual improvement

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects, or telephone. The employee must regularly lift and/or move up to 25-50 pounds.

We'll reward all your hard work with a great salary and benefits - including great room discount and superb training.

Join us and you'll become part of the global IHG family - and like all families, all our individual team members share some winning characteristics. As a team, we work better together - we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued. We seek talent from all backgrounds to join our teams, and encourage our colleagues to bring their authentic and best selves to work.

The hourly pay range for this role is $16.16 to $25.00. This is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

**This job is also eligible for bonus pay.

At IHG, we believe in taking care of our employees. That's why we offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and any other benefits to eligible employees. We want you to feel secure and cared for, so you can focus on bringing True Hospitality to the world.

You can apply for this role through the link below (or through an internal career site if you are a current employee).

Note: No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

Who we are

At IHG, we've made a promise. As one of the world's leading hotel groups, we're here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?

At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You'll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there's Room for You at IHG.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.