وصف الوظيفة
Role Overview
Technician, Desktop Services II at Travel + Leisure Co. You will provide hands-on and remote technical support to Corporate and Business Unit associates, resolving day-to-day technology issues while delivering a responsive and customer-focused support experience.
Company Overview
Travel + Leisure Co. is the world's leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Hospitality is at the heart of all we do, with an inclusive environment where excellence is delivered and teams support one another.
Role Purpose
To keep teams connected, productive, and supported by providing advanced desktop support to local and remote associates, troubleshooting technology issues, managing service requests, and working collaboratively with internal teams and external vendors to ensure associates have the tools and support they need to do their best work.
Key Responsibilities
Support Delivery
- Provide advanced desktop, laptop, phone, and end-user technology support to local and remote associates.
- Diagnose, troubleshoot, and resolve hardware, software, connectivity, and application-related issues.
- Provide hands-on technical assistance to cross-functional teams and technology initiatives as required.
- Maintain clear and professional communication with associates throughout the support and resolution process.
Service Management
- Manage incidents and service requests in line with established service levels and support procedures.
- Perform installations, moves, additions, and changes (IMAC) to meet business and associate requirements.
- Identify and escalate urgent, complex, or business-critical issues to the appropriate management or specialist support teams.
Collaboration & Documentation
- Work with external vendors and internal technology teams to resolve hardware, computer, and application issues.
- Document technical fixes, troubleshooting processes, and resolutions to support knowledge sharing across Client Services teams.
- Participate in an on-call rotation to provide support coverage for emergency situations, where applicable.
Qualifications & Experience
- Previous experience in Desktop Support, IT Support, Client Services, Service Desk, or a similar technical support role.
- Experience supporting customers both face-to-face and remotely.
- Experience undertaking hardware and software installations and IMAC activities.
Skills & Competencies
- Strong technical troubleshooting and problem-solving skills across desktop and end-user technologies.
- Good working knowledge of desktop and laptop hardware, software, mobile devices, and common business applications.
- Strong customer-service mindset with the ability to communicate technical information clearly to non-technical users.
- Ability to prioritise competing requests and recognise when issues require escalation.
- Strong interpersonal and communication skills, with the ability to build effective relationships across different teams and levels of the organisation.
- Collaborative approach and willingness to work with internal teams and external vendors to achieve the best outcome.
- Strong attention to detail and commitment to maintaining accurate technical documentation.
- Flexibility to participate in an on-call support rotation where required.
Additional Information
- Professional development opportunities.
- Discounted hotel and resort stays.
- Great career development opportunities.
- Employee benefits and recognition programs.
- The opportunity to build your career within a truly global organisation.